Technical Support Engineer

Job Description – Technical Support Engineer

About MarketOne International MarketOne International is a global marketing services provider that helps companies identify new prospects, build sales pipeline, and convert opportunities into new business. Our services include contact database development, event recruitment, automated marketing, sales lead development, primary market research, and lead lifecycle management. We serve leading technology companies worldwide, including 8 of the 10 largest tech companies.

With delivery capability across Europe, Asia Pacific, and the Americas, MarketOne is a trusted partner for large-scale global marketing initiatives that rely on sophisticated demand generation programs. Our track record includes 15 consecutive years of growth and profitability.

As a Technical Support Engineer, you will play a key role in helping internal and external customers succeed by managing support requests and resolving technical issues. You will collaborate closely with the global support team to prioritize and resolve incidents, and partner with the infrastructure engineering team to maintain a strong understanding of our systems and environments.

Must-have qualifications

• Passion for helping people succeed with technology.
• Excellent verbal and written communication skills, with strong organization and attention to detail.
• Strong problem-solving and troubleshooting skills.
• Ability and interest in creating and maintaining knowledge base articles and documentation.
• Strong curiosity about how systems work and how to improve them.
• A proactive, can-do attitude.
• Relevant IT certifications (e.g., MCDST, MCSA, MCITP, A+, Network+).
• Hands-on experience supporting Microsoft Windows 10/11 and Microsoft 365 (Office 365) in an end-user environment.
• Working knowledge of cloud-based applications and SaaS platforms.
• Flexibility to work extended hours with minimal notice to support CIT projects and critical incidents.
• Bachelor’s degree and 2–5 years of experience in customer support, technical support, or IT support.

Roles and responsibilities

• Own customer issues reported in the JIRA IT ticketing tool and drive them through to resolution.
• Research, diagnose, troubleshoot, and identify solutions to resolve reported issues.
• Escalate unresolved issues to the appropriate internal teams using defined procedures.
• Provide professional, timely, and accurate updates to customers and stakeholders.
• Prepare accurate and timely operational and support reports, as required.
• Document solutions and best practices as knowledge base articles and technical notes.
• Meet agreed service level agreements (SLAs) based on incident severity and priority.
• Maintain the global asset inventory.
• Perform system installations, maintenance, and periodic updates on Windows endpoints and endpoint protection tools (e.g., antivirus).
• Participate in CIT global projects and assigned tasks.
• Ensure compliance with company and departmental policies, procedures, and guidelines.
• Perform other tasks as requested, assigned, or directed.
• Collaborate with the engineering team and report any network irregularities or incidents observed.
• Report ISO-related issues to the ISO Incident Manager/Officer, as required by the ISO program.
• Monitor and report irregularities using tools such as PRTG, Site24x7, and Sophos.
• Build and maintain positive working relationships with customers and teammates through a professional, service-oriented approach.

Work location: Bengaluru (in-office / hybrid as per company policy) Work hours/shift: 12:00 PM – 9:00 PM IST (Monday–Friday).