IT Support Engineer L3

At Mitratech, we are a team of innovators focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available. For over 35 years, the experts at Mitratech have been focused on solving the complex needs. Today, we serve 20,000 client companies of all sizes globally, representing 30% of the Fortune 500 and over 500,000 users in over 160 countries. As we continue to grow, we’re always looking for resourceful, enthusiastic, and fresh perspectives. Join our global team and see what makes Mitratech a truly exceptional place to work! Job Overview Be the person people across the company trust when something breaks. As an IT Support Engineer, you are the first point of contact for our internal customers, keeping employees productive across Windows 11, macOS, Microsoft 365, and the identity systems behind them. This is a hands-on role on a collaborative team, with real room to grow into identity, endpoint management, automation, and AI-enabled support. We are also building AI into how IT works, from faster ticket resolution to smarter self-service. We want someone who is curious about AI and eager to experiment with it, and who will help shape how we use it. Location: Hybrid, Hyderabad office 2-3 days per week Shift: 12:30 PM - 9:30 PM IST Level: Engineer III (5+ years) What You’ll Do Resolve incoming tickets for hardware, software, Teams, M365, email, and account issues, owning each one through to resolution Triage new cases, set priority, and route or escalate with clear documentation Meet or exceed team SLA targets for response and resolution time, and keep ticket status current at all times Troubleshoot Windows 11 and macOS issues across devices, applications, networking, and peripherals Manage user accounts, group memberships, access requests, and password and MFA resets in Active Directory and Microsoft Entra ID Support SSO-integrated applications and diagnose authentication and access issues Prepare, image, and deploy Windows and Mac laptops for new hires Retrieve and process equipment from departing employees Improve and innovate Write and maintain knowledge base articles that increase self-service and reduce repeat tickets Analyze ticket trends and report recurring issues and root causes to IT leadership and partner teams Identify and implement process improvements Explore and apply AI tools (such as Microsoft Copilot and other approved AI assistants) to speed up troubleshooting, documentation, and user support, and share what works with the team Requirements & Skills: Bachelor’s degree in Computer Science or a related field, or 5+ years of equivalent hands-on experience <li data-leveltext="" data-font="Symbol" data-listid="7" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[