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 

• Independent handling of escalated, multi-step issues 

• Strong hands-on experience troubleshooting Windows 11 and macOS in an enterprise environment 

• Working experience administering Active Directory and Microsoft Entra ID (user lifecycle, groups, MFA, conditional access basics) 

• Experience supporting Microsoft 365 (Exchange Online, Teams, SharePoint/OneDrive) and SSO technologies 

• Experience working in a ticketing system against defined SLAs 

• Fluent English, spoken and written, with the ability to explain technical issues clearly to non-technical users 

• Ability to work onsite in Hyderabad 2-3 days per week and during the 12:30 PM - 9:30 PM IST shift 

Preferred 

• PowerShell or other scripting experience to automate repetitive tasks 

• Microsoft certifications (e.g., MD-102, SC-300, AZ-104) or CompTIA/ITIL certifications 

• Experience writing knowledge base content or building self-service resources 

• Experience using AI to improve IT workflows, such as drafting KB articles, summarizing tickets, or scripting with AI assistance 

Why You’ll Want This Job 

• Grow your skills: Work across a broad stack, from endpoint and identity to M365 and automation, with a clear path from Engineer III and beyond 

• Work on AI for real: Help decide how AI is used in IT support, not just read about it 

• Hybrid flexibility: A balance of in-office collaboration and remote work 

• Make visible impact: Your work directly affects how productive hundreds of colleagues are every day 

• Learn continuously: A team that values curiosity, shares knowledge, and supports your development 

Mitratech is proud to be an EEOE, M/F/D/V, and we are committed to diversity both in practice and spirit at the corporate level. Mitratech participates in the Electronic Employment Verification Program. E-Verify is an Internet-based system that compares information from an employee’s I-9 to data from the U.S. Department of Homeland Security and Social Security Administration Records. To learn more, visit: everify.com

We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.