Associate Support Engineer

Location: Hyderabad, India

Company

hirify.global provides data and software services that connect the vehicle lifecycle and protect homes and digital identities, serving partners and customers in more than 90 countries.

What you will do

• Serve as the first point of contact for IT incidents and service requests through phone, email, chat, and ticketing systems.
• Log, classify, prioritize, troubleshoot, and resolve issues according to SLA and ITIL practices.
• Provide first-level support for Windows, macOS, Microsoft 365, Active Directory, Azure Entra ID, MFA, hardware, VPN, and remote access.
• Escalate unresolved incidents to Level 2, Level 3, or specialist teams with complete troubleshooting documentation.
• Monitor service queues, maintain accurate ticket records, and update knowledge base documentation.
• Identify recurring issues and suggest process improvements while collaborating with global IT teams.

Requirements

• 2–3 years of experience in a service desk, help desk, technical support, or IT support role.
• Working knowledge of Windows 10/11 and macOS.
• Basic understanding of Active Directory, Azure Entra ID, account management, password management, MFA, and access controls.
• Experience supporting Microsoft 365 applications and familiarity with ITSM platforms such as Jira Service Management, ServiceNow, or Freshservice.
• Knowledge of networking fundamentals, VPN connectivity, Wi-Fi troubleshooting, and hardware support.
• Excellent written and verbal English communication skills, strong customer service orientation, and the ability to work independently and with global teams.

Nice to have

• Associate degree or equivalent experience.
• CompTIA A+, ITIL Foundation, Microsoft Fundamentals, or similar certification.

Culture & Benefits

• Fast-paced corporate IT support environment.
• Collaboration with IT teams across the organization and globally.
• Focus on knowledge sharing, continuous improvement, and reliable service delivery.