IT Support Engineer L1 US & POS Experince

Job Title: IT Support Engineer Level 1 / Level 1.5
Location: Hyderabad (WFO), Preferred candidate must be from Hyderabad
Type: Full-Time

Shift:Night PST 

Who We Are:

Base8 provides technology and business consulting services to companies throughout the US and Canada. We like to work with businesses that are serious about scaling, risk management, and developing mature processes ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner.

Who You Are:

This position will be in Hyderabad WFO but you will be working closely with the team in the United States through video chat, instant messaging, e-mail, phone, and through our software. It is important that you have excellent communication skills in English, both written and oral. We are a fast-paced company that is expanding rapidly, and we are seeking team members who will share our vision for the future and work collaboratively to accomplish Base8 goals. We pride ourselves on providing superior service to our clients, which includes having attention to detail, following the processes in place, and being able to adapt to a variety of situations.

Role Summary

First-line support for clients across the USA and Canada. You will handle POS systems, end-user issues, basic network troubleshooting, and Microsoft 365 administration. This role demands technical accuracy, calm client communication, and zero hand-holding.

Key Responsibilities (Priority-Driven)

1. Point of Sale (POS) Support Top Priority

Set up, configure, and troubleshoot:
Receipt printers
Label printers
Cash drawers
Barcode scanners
Diagnose hardware, driver, USB, network, and application-level POS issues.
Support live retail environments where downtime is not tolerated.

2. Microsoft 365 Administration

User onboarding and offboarding.
Password resets and account recovery.
License assignments and understanding license types.
Manage:
Shared mailboxes
Distribution lists
Domain whitelisting
Spam, junk, and block rules
Run email traces and basic message investigations.
Navigate and work confidently at the M365 Admin Center.

3. End-User Device Support

Troubleshoot Windows and macOS laptops/desktops.
OS-level issues, performance problems, login issues, and software faults.
Printer and scanner setup & troubleshooting on both Windows and Mac.

4. User & Identity Management

Create and manage user accounts in:
Active Directory (server-based)
Microsoft 365
Workgroup environments
Basic understanding of sync and identity flow (no architecting expected).

5. Basic Networking & Surveillance

Check IP cameras for connectivity and uptime.
Identify basic network issues (drops, latency, intermittent connectivity).
Escalate correctly when the issue exceeds L1/L1.5 scope.

Communication & Client Interaction

Clear, confident, verbal, and written communication.
Direct interaction with clients in the USA and Canada. (US Shift)
Ability to explain technical issues without sounding clueless or condescending.
Proper ticket updates and client status communication.

Required Skills & Experience

4-5 years of IT support experience.
Hands-on experience with POS peripherals.
Working knowledge of Microsoft 365 Admin Center.
Windows and macOS troubleshooting experience.
Basic AD and networking knowledge.
Comfortable in a fast-paced, client-facing environment.