Desktop Support Analyst (Contractor)

About the Role:

We are seeking an experienced and customer-focused Global IT Support Engineer to provide technical support and infrastructure assistance to users across multiple regions. The ideal candidate should possess strong expertise in Windows/Mac support, Microsoft technologies, Active Directory, cloud-based environments, and remote troubleshooting with a proven ability to handle escalations and deliver excellent customer experience.

Key Responsibilities:

• Provide Level 1 and Level 2 technical support to global end users through calls, chats, emails, and ticketing tools
• Troubleshoot and resolve issues related to Windows OS, MAC OS, Microsoft Office, Outlook, Teams, SharePoint, VPN, and enterprise applications
• Manage user accounts, permissions, and access through Active Directory
• Handle incident management, service requests, escalations, and ensure adherence to SLA timelines
• Support cloud-based environments and Microsoft licensing-related issues
• Configure and troubleshoot desktops, laptops, printers, routers, and network connectivity issues
• Provide remote support to international users across multiple time zones
• Monitor system performance and proactively identify areas for improvement
• Coordinate with internal IT teams and vendors for issue resolution and system maintenance
• Assist in onboarding/offboarding activities including device setup and user access provisioning
• Maintain documentation, knowledge base articles, and IT asset records
• Mentor junior support engineers and contribute to team knowledge-sharing initiatives

Requirements

Required Skills:

• Strong experience in Technical Support / IT Helpdesk / Desktop Support
• Hands-on experience with:

• Windows Administration
• MAC OS Support
• Microsoft Office 365
• Outlook, Teams, SharePoint
• Active Directory Management
• Incident & Escalation Management
• Remote Troubleshooting
• Network & Router Configuration

• Knowledge of cloud-based environments and enterprise support processes
• Familiarity with ticketing tools and remote support tools
• Excellent troubleshooting and analytical skills
• Strong communication and customer-handling abilities
• Ability to work independently in a fast-paced global support environment

Preferred Skills

• Exposure to Exchange Server support
• Experience handling highly escalated technical cases
• Understanding of networking concepts such as DNS, DHCP, TCP/IP, LAN/WAN
• Experience working in international/global support processes
• Team handling or mentoring experience will be an added advantage

Key Competencies

• Customer-focused approach
• Problem-solving mindset
• Ownership & accountability
• Team collaboration
• Time management and multi-tasking skills

Ideal Candidate Profile:

The ideal candidate should have experience supporting global users in enterprise environments with expertise in Microsoft technologies, Active Directory, remote troubleshooting, and customer support operations. Candidates with experience in international technical support environments and handling escalated issues will be highly preferred.