IT Support Engineer (Service Desk & End User Support)

An exciting opportunity has become available to be part of our fast-growing team and to be a key part of the Tech and Innovation function. This role provides an outstanding opportunity to join a growing global integrated marketing advisory and will provide an ambitious individual with valuable experience for progression and development. The Companymediasense is a global, independent advisor that brings the clarity, connection and confidence modern marketers need to fuel growth. We help marketers eliminate waste and maximize the impact of their most significant investments at scale. Our ambition is to define and own an entirely new category – recognized as the world’s most trusted, independent and impactful marketing advisor. We do this by elevating how clients operate, how agencies deliver, how platforms perform, and how all parts of the ecosystem connect. Because progress doesn’t happen in isolation, it takes alignment, intelligence, and trust. That’s what we enable. That’s what we stand for. That’s Unified Marketing Intelligence.mediasense is designed around how we help marketers optimize and transform through best-in-class structure and governance (Organization), partners and platforms (Ecosystem), governance and controls (Assurance), and measurement and effectiveness (Science). We have the proven ability to effectively support large, complex organizations and deliver multiple projects simultaneously. As evidenced through our strong track record with clients, we pride ourselves on the consistent high quality of service delivery and the ability to accelerate transformation and growth.mediasense has over 300 employees across London, New York, Singapore and New Delhi.For more information, visit www.media-sense.comWhat We OfferAt mediasense, we believe great work happens when people feel supported, empowered, and connected. Alongside some of our benefits, we invest heavily in wellbeing, flexibility, learning, and creating a genuinely inclusive workplace where people can thrive.27 days holiday per yearWork from any location in the world up to 4 weeks per yearDay off for your birthdayHybrid workingDiscretionary Company BonusEmployee Referral BonusNew Business Bonus SchemeRegular Company Events- Summer & Winter Socials- Team & Office eventsTeam Engagement Budget (coffee, donuts etc)Personal Bupa Health Insurance from Day 1Learning & Development OpportunitiesPerformance RecognitionLength of Services AwardsEmployer's Contribution to Provident FundEmployee Assistance Programme (EAP)Community & Culture:We place a strong emphasis on community, inclusion and belonging through a range of employee-led initiatives, social events & support networks.Sense of Balance Group– championing gender equality, parenting & caregiving supportNeurodiversity (ND Sense) Network: raising awareness & supporting neurodivergent colleaguesPride Network: promoting LGBTQ+ inclusion and allyshipMental Health & Wellbeing Community: supporting positive wellbeing conversations and initiatives and championing diversity eventsCharity & Community Group: driving volunteering, fundraising & social impact opportunities inclusive of a paid day allowance for thisThe RoleThis role is for an IT Support Engineer, based in Gurgaon, India, to help deliver a reliable, responsive and customer-focused technology service for colleagues in the India office.The role provides a strong foundation for developing practical experience across end-user support, identity and access management, endpoint management, IT service management and business applications.As the primary local point of contact for IT support, you will be responsible for providing day-to-day technical assistance, ensuring a reliable, secure and positive technology experience for employees. You will diagnose and resolve technical issues, fulfil service requests, prepare and support devices, administer routine access requests, and support users across Microsoft 365 services, business applications and workplace technology. Where specialist expertise is required, you will capture appropriate diagnostic information and escalate issues through the agreed support process, while maintaining clear and professional communication throughout.The role itself will involve a range of activities including:Resolving incidents and fulfilling service requests through established IT service management processes.Supporting Microsoft 365, Microsoft Entra ID, Intune and endpoint devices.Preparing and managing equipment and access for joiners, movers and leavers.Maintaining accurate asset records, ticket updates and technical documentation in Freshservice.Following security, compliance and data protection requirements while escalating risks and incidents appropriately.Contributing to knowledge management, service improvements and operational efficiency initiatives.The successful candidate will deliver excellent customer service, maintain accurate records, follow documented processes, and collaborate with internal teams and third-party providers to ensure effective IT service delivery for the India officeThe CandidateThe ideal candidate will be technically ambitious, eager to broaden their expertise across multiple IT disciplines, and motivated by the opportunity to contribute to continuous improvement. They will be detail-oriented, collaborative, and able to thrive in a fast-paced operational environment.The ideal candidate will have the following:2 to 5 years of IT support experience.Strong Microsoft 365 administration skills.Experience supporting Windows laptops, printers, mobile devices, meeting room equipment and end users.Familiarity with Entra ID (Azure AD), Intune, and basic networking.Comfortable providing 1st and 2nd line support, with some exposure to 3rd line issues.Key Characteristics:Customer-service focused and responsive to users.Process-driven and able to follow SOPs and security standards.Good documentation and organisational skills.Proactive and willing to learn new technologies.Comfortable working with a global team and collaborating remotely with London-based IT staff.Every application is reviewed by a human on our team (not AI), so it may take us a bit of time to get through them. Because of the large number of applications we receive, we’re not always able to reply to everyone individually (especially regarding cv reviews or direct messages) but we truly appreciate your interest.Please note that we can only consider candidates who are able to commute to the office location. While this is a hybrid role, the successful candidate will be part of a two-person IT support team responsible for providing onsite coverage. Working patterns will therefore be coordinated to ensure office support is maintained, with at least one IT team member onsite during business hours.