IT Support Engineer

Job Title:IT Support Engineer All Levels (L1 / L2 / L3)

Company:Trigaja (Client: Field Service Operations)

Schedule:Monday Friday, 5:30 PM - 3:30 AM IST ( 8:00 AM 6:00 PM EST )

Location:Hybrid

Position Summary

Trigaja is seeking a skilled IT Support Engineer to provide full-spectrum technical support (Level 1 through Level 3) for a USA client operating a multi-site field service business. This is a fully remote role from India with coverage hours of 8:00 AM 6:00 PM Eastern Time, Monday through Friday.

The ideal candidate is a versatile, self-sufficient technician comfortable owning a ticket from first contact through root-cause resolution. You will be the primary IT contact for office staff, remote workers, and field technicians handling everything from simple password resets to advanced infrastructure troubleshooting, with no escalation hand-off.

Role Scope Full Support Stack

Although this position is classified as Level 23, the engineer handles the full support stack independently:

Level 1 First-contact support: password resets, MFA issues, account unlocks, basic hardware/software questions, and ticket triage

Level 2 Escalated support: Microsoft 365, Teams, Outlook, SharePoint, OneDrive, VPN, endpoint issues, and mobile devices

Level 3 Advanced troubleshooting: Entra ID / Azure AD administration, network diagnostics, Intune endpoint management, security incident response, and cloud/server infrastructure support

Key Responsibilities

Help Desk & End-User Support

Provide timely L1L3 support via ticketing system, email, phone, and remote tools within SLA windows

Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, SharePoint, and OneDrive

Handle account provisioning, password resets, MFA enrollment, and access management in Entra ID / AD

Support hardware: desktops, laptops, tablets, mobile devices, printers, and rugged field devices

Field Service Operations Technology

Support IT systems used by field teams mobile devices, tablets, rugged scanners, and handhelds

Assist with field workforce applications, time-tracking, scheduling, and GPS/fleet software

Provide remote support for field technicians at job sites, warehouses, and branch locations

Troubleshoot barcode scanners, rugged handhelds, and operational printers used in the field

Microsoft 365 & Identity Management

Administer Entra ID (Azure AD): user accounts, groups, MFA, conditional access, and licensing

Manage Microsoft Intune / Endpoint Manager for device compliance, policy enforcement, and OS patching

Support Exchange Online, Teams, and SharePoint/OneDrive governance and configuration

Networking & Infrastructure

Diagnose and resolve VPN, Wi-Fi, DNS/DHCP, and firewall connectivity issues

Monitor and maintain endpoint security, patch management, antivirus, and device compliance

Assist with cloud infrastructure, backup systems, and server-side troubleshooting as needed

Cybersecurity & Compliance

Investigate phishing reports, suspicious activity, and endpoint security alerts

Enforce IT security standards, patch schedules, and system hardening policies

Support security awareness initiatives and end-user training as needed

Documentation & Continuous Improvement

Maintain accurate ticket documentation, SLA tracking, asset inventory, and SOPs

Identify recurring issues and propose automation or permanent fixes

Participate in IT projects, system rollouts, and onboarding/offboarding workflows

Qualifications & Experience

Minimum 47+ years of IT support experience, ideally in a multi-site or field-services environment

Demonstrated ability to handle the full support stack (L1 to L3) independently without escalation

Proficient in Microsoft 365, Windows 10/11, Entra ID / Azure AD, Teams, Outlook, SharePoint, OneDrive

Experience with Microsoft Intune / Endpoint Manager or a comparable MDM/UEM platform

Solid networking knowledge: TCP/IP, DNS, DHCP, VPN, Wi-Fi, and basic firewall troubleshooting

Experience with ITSM/ticketing systems (ServiceNow, Zendesk, Freshservice, Jira, or similar)

Excellent written and verbal communication with both technical and non-technical stakeholders

Self-starter who thrives in a fully remote, fast-paced, and independently managed environment

Preferred Qualifications

Background in field services, construction, utilities, logistics, or operations-based businesses

Microsoft certifications: MS-900, MD-102, AZ-104, or equivalent

Experience with RMM tools, backup & disaster recovery platforms, and cybersecurity tools

PowerShell scripting for automation and administration tasks

ITIL Foundation certification or equivalent IT service management experience

ERP or field service management (FSM) software support experience

Work Schedule & Environment

Coverage hours: 8:00 AM 6:00 PM Eastern Time (ET), Monday through Friday

Must be available for critical incident response outside standard hours on an as-needed basis