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IT Services Engineer
Job Description
Deliver reliable, secure, and responsive end-user support while maintaining core workplace technology services. The role covers hardware, software, identity and access, Microsoft 365, collaboration and conferencing platforms, employee lifecycle activities, and IT service operations, with a strong focus on executive support and a seamless user experience across office and remote environments.
Responsibilities
- Provide onsite and remote technical support for laptops, desktops, Windows and macOS, applications, mobile devices, printers, and peripherals.
- Manage incidents and service requests through the ITSM platform within defined SLAs, ensuring accurate categorization, prioritization, documentation, routing, resolution, and escalation.
- Administer identity and access, including application assignments, group memberships, MFA, SSO, and authentication issues, and support onboarding, transfers, contractor setup, and offboarding.
- Support Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive, and Intune), including shared mailboxes, distribution groups, permissions, archives, and licensing.
- Deliver white-glove support for executives and VIP users, ensuring technology readiness for executive meetings, presentations, and visits.
- Support and troubleshoot Zoom, Microsoft Teams, Zoom Rooms, and conference room AV, and provide live support for town halls, training sessions, and key business meetings.
- Perform proactive conference room and meeting technology checks to minimize disruption.
- Deploy and maintain endpoints and peripherals, and support asset inventory, hardware lifecycle, device compliance, patching, and endpoint readiness.
- Participate in the weekend on-call rotation to handle critical incidents, perform initial troubleshooting, coordinate escalations, and restore service quickly.
- Create and maintain SOPs, knowledge articles, FAQs, and user guides, and contribute to improvements in support quality, self-service, and operational efficiency.
- Follow corporate security standards, access-control requirements, and IT policies.
Required Qualifications
- 2–5 years of experience in IT support, end-user services, or workplace technology operations.
- Strong hands-on experience troubleshooting and supporting Windows 11 and macOS (Iru or similar macOS management tools).
- Proven experience with Microsoft 365 administration and user support.
- Working knowledge of Active Directory, Okta SSO, MFA, account administration, and access troubleshooting.
- Experience with FreshService, Jira, or a similar ITSM platform.
- Working knowledge of Intune, MECM, or comparable endpoint-management tools.
- Foundational knowledge of networking, hardware, conferencing, and audiovisual support.
- Excellent communication, customer-service, and documentation skills, with the ability to stay composed in high-pressure situations.
Preferred Qualifications
- Experience supporting executives and VIP users in a white-glove service model.
- Hands-on experience with Zoom Rooms, Teams Rooms, and enterprise conference room AV systems.
- Experience supporting large-scale events such as town halls and all-hands meetings.
- Exposure to Okta administration, automation, or scripting (e.g., PowerShell, Bash) to improve support efficiency.
- Relevant certifications such as Microsoft 365 Certified: Endpoint Administrator Associate, ITIL Foundation, CompTIA A+, or Apple Certified Support Professional.
Educational Qualification
BE/B.Tech/BCA/MCA or B.Sc., preferably in Computer Science, Information Technology, or a related field.
Skills Required
- 2-5 years of experience in IT support, end-user services, or workplace technology operations
- Hands-on experience troubleshooting and supporting Windows 11 and macOS
- Experience with macOS management tools
- Experience with Microsoft 365 administration and user support
- Working knowledge of Active Directory, Okta SSO, MFA, account administration, and access troubleshooting
- Experience with FreshService, Jira, or a similar ITSM platform
- Working knowledge of Intune, MECM, or comparable endpoint-management tools
- Foundational knowledge of networking, hardware, conferencing, and audiovisual support
- Excellent communication, customer-service, and documentation skills
- Ability to stay composed in high-pressure situations
- Experience supporting executives and VIP users in a white-glove service model
- Experience with Zoom Rooms, Teams Rooms, and enterprise conference room AV systems
- Experience supporting large-scale events such as town halls and all-hands meetings
- Exposure to Okta administration, automation, or scripting such as PowerShell or Bash
- Relevant certifications such as Microsoft 365 Certified Endpoint Administrator Associate, ITIL Foundation, CompTIA A+, or Apple Certified Support Professional
- BE, B.Tech, BCA, MCA, or B.Sc., preferably in Computer Science, Information Technology, or a related field
Qualys Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Qualys and has not been reviewed or approved by Qualys.
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Affordable Benefits — Benefits costs are widely viewed as low for employees and dependents, with healthcare often described as almost fully paid for. Feedback suggests this affordability helps offset perceptions of lower base pay in some roles.
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Healthcare Strength — Healthcare offerings are broad, including multiple medical plan options, dental and vision coverage, mental health support, and disability insurance. Benefits are described as “pretty amazing” or “great,” reinforcing perceived quality and coverage depth.
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Equity Value & Accessibility — Equity participation is accessible through company stock plans and an employee stock purchase plan. Compensation packages commonly include equity alongside salary and bonus, which some consider a meaningful part of total rewards.
Qualys Insights
What We Do
Qualys, Inc. (NASDAQ: QLYS) is a pioneer and leading provider of disruptive cloud-based security, compliance and IT solutions with more than 10,000 subscription customers worldwide, including a majority of the Forbes Global 100 and Fortune 100. Qualys helps organizations streamline and automate their security and compliance solutions onto a single platform for greater agility, better business outcomes, and substantial cost savings. The Qualys Cloud Platform leverages a single agent to continuously deliver critical security intelligence while enabling enterprises to automate the full spectrum of vulnerability detection, compliance, and protection for IT systems, workloads and web applications across on premises, endpoints, servers, public and private clouds, containers, and mobile devices. Founded in 1999 as one of the first SaaS security companies, Qualys has strategic partnerships and seamlessly integrates its vulnerability management capabilities into security offerings from cloud service providers, including Amazon Web Services, the Google Cloud Platform and Microsoft Azure, along with a number of leading managed service providers and global consulting organizations. For more information, please visit http://www.qualys.com
