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.
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
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
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
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
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
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
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
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
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
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.
Pay: From ₹350,000\.00 per year
Work Location: Hybrid remote in Bengaluru, Karnataka (Bengaluru Urban District)
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