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 2–3, 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 L1–L3 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 4–7+ 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