L1/L2 IT Support Engineer | Immediate Joiner

Company Description
ENGEL is a global leader in the production of injection molding machines and their automation, specializing in innovative solutions for the plastics industry. Our systems are used in diverse industries, producing everyday items such as automotive parts, packaging, smartphones, and toys. Operating from nine production plants across Europe, North America, and Asia, with a presence in over 85 countries, we aim to deliver unparalleled value to our customers. Guided by a pioneering spirit and dedication to sustainability, ENGEL partners with prominent clients to shape a successful and responsible future.
Role Description
We are seeking an L1/L2 IT Support Engineer for a full-time, on-site role located in Pune Division. The role involves providing technical support to ensure the smooth running of IT systems, troubleshooting issues, managing help desk tickets, and assisting in system administration tasks. The engineer will interact with users to identify and resolve technical challenges promptly, ensuring high levels of customer satisfaction.
Core Competencies
L1 / L2 Technical Support
Hardware & Software Troubleshooting
Laptop/Desktop Installation & Configuration
Microsoft 365 / Office 365 Support
Outlook, Teams, OneDrive Support
Microsoft Intune Device Management
Azure Active Directory User & Device Support
Printer Installation & Troubleshooting
Mobile Device Configuration
IT Helpdesk / Ticketing System Management
Basic Networking & LAN Connectivity Support
Patch Management & System Maintenance
User Account Setup & Access Support
Endpoint Security Awareness
Cybersecurity Best Practices
IT Documentation, FAQs & User Guides
Remote & On-site User Support
Email and Microsoft Teams Support
Vendor / Specialist Team Coordination
Key Responsibilities
Provide first-line and second-line IT support to end users for hardware, software, network, and connectivity-related issues.
Troubleshoot and resolve daily technical problems related to laptops, desktops, printers, mobile devices, Microsoft applications, and business systems.
Perform laptop and desktop installation, imaging, configuration, and deployment for new joiners and existing employees.
Configure and support Microsoft 365 applications, including Outlook, Teams, OneDrive, Word, Excel, and PowerPoint.
Assist users with email configuration, mailbox access, Teams connectivity, OneDrive sync issues, and Microsoft Office troubleshooting.
Set up and manage user accounts, devices, and access through Microsoft Intune and Azure Active Directory.
Configure mobile devices with company profiles, security policies, email accounts, and approved business applications.
Install, configure, and troubleshoot printers, scanners, and other peripheral devices.
Log, track, update, and resolve incidents and service requests using IT ticketing/helpdesk tools.
Escalate unresolved or infrastructure-level issues to specialist teams while ensuring proper follow-up and closure.
Support routine system maintenance, patching, updates, and endpoint compliance activities.
Maintain accurate IT documentation, user guides, troubleshooting steps, FAQs, and support procedures.
Provide professional user support via email, phone, Microsoft Teams, and in-person communication.
Follow company IT policies, information security guidelines, and cybersecurity best practices.
Deliver customer-focused IT services while ensuring minimal downtime and smooth business operations.
Technical Skills
Microsoft Technologies
Microsoft 365 / Office 365
Outlook Configuration & Troubleshooting
Microsoft Teams Support
OneDrive Sync Support
Azure Active Directory – Basic Administration
Microsoft Intune – Device Enrollment & Policy Support
Windows 10 / Windows 11 Support
Hardware Support
Laptop/Desktop Troubleshooting
RAM, SSD/HDD, Keyboard, Display, Docking Station Support
Peripheral Device Support
Printer and Scanner Setup
Hardware Replacement & Basic Repairs
Networking
Basic LAN/Wi-Fi Troubleshooting
IP Configuration
Patch Cable and Network Port Testing
Connectivity Troubleshooting
Basic Understanding of DNS, DHCP, VPN
IT Support Tools
IT Ticketing Systems
Remote Support Tools
Asset Management Support
Patch Management Assistance
Knowledge Base Documentation
Security Awareness
Endpoint Security Best Practices
Password and Access Policy Awareness
MFA Support
Data Protection Awareness
Phishing and Cybersecurity Awareness
Qualifications & Experience
Bachelor’s degree with Computer Science and 1–2 years of IT support experience
Any relevant IT certification is a plus (e.g., CompTIA A+, Microsoft certifications)
Willingness to learn and grow within the IT support function is essential
Desired Attributes
Proactive and eager to learn new technologies
Good problem-solving and analytical skills
Ability to work independently and as part of a team
Customer-focused with good communication skills

Work arrangement
No