It Support Engineer

Job Summary

We are looking for an experienced IT Support Engineer to provide L1/L2 technical support to end users through voice calls, emails, chat, and remote support. The role involves incident and service request management, troubleshooting, SLA adherence, P1/P2 incident coordination, and collaboration with infrastructure and application teams.

Key Responsibilities

• Provide L1/L2 technical support through phone, email, chat, and remote sessions.
• Troubleshoot Windows, hardware, software, network, VPN, and application-related issues.
• Log, categorize, prioritize, resolve, and escalate incidents and service requests within defined SLAs.
• Handle and coordinate P1/P2 incidents and major outages with relevant technical teams.
• Perform Active Directory user administration, password resets, account unlocks, and access management.
• Support Microsoft 365, Outlook, Teams, and other business applications.
• Provide remote assistance using tools such as TeamViewer, AnyDesk, Quick Assist, or similar platforms.
• Identify recurring issues and contribute to Problem Management and Root Cause Analysis.
• Maintain accurate ticket documentation and follow ITIL/ITSM processes.
• Coordinate with Network, Infrastructure, Security, Application, and other support teams for issue resolution.
• Prepare basic Excel/PowerPoint reports related to incidents, SLA performance, and service desk metrics.
• Ensure high levels of customer satisfaction through effective communication and timely resolution.
• Create and maintain knowledge articles and technical documentation.
• Participate in 24x7 rotational shifts, including US business hours, as required.

Required Technical Skills

• IT Service Desk / Helpdesk / Technical Support experience
• ITIL / ITSM
• ServiceNow or other ITSM tools
• Active Directory / Entra ID
• Windows 10/11 troubleshooting
• Microsoft 365 / Outlook / Teams
• Basic networking and VPN troubleshooting
• Incident & Service Request Management
• P1/P2 Incident Management
• SLA Management and Escalation
• Remote Support Tools
• MS Office, Excel & PowerPoint