• Excellent verbal and written communication skills, with a neutral accent and no Mother Tongue Influence (MTI).

• Provide Level 2 technical support for hardware, software, operating systems, Microsoft 365 applications, email, VPN, network connectivity, and end-user computing issues.

• Serve as the primary point of contact for users seeking technical assistance via phone, email, chat, or ticketing tools, ensuring high customer satisfaction.

• Diagnose, troubleshoot, and resolve incidents independently using advanced analytical and remote troubleshooting techniques within defined SLAs.

• Manage incidents and service requests, from logging and categorization through resolution, closure, and user communication.

• Perform root cause analysis for recurring issues, identify trends, and support problem management initiatives to prevent future incidents.

• Escalate complex or unresolved issues to appropriate support teams, ensuring complete documentation and effective coordination until resolution.

• Maintain accurate records in ITSM tools (e.g., ServiceNow, Remedy, Jira), create knowledge articles, and ensure compliance with ITIL processes and organizational standards.

• Drive continuous service improvement by identifying process gaps, recommending enhancements, mentoring L1 engineers,

Preferred Skills: Microsoft 365, Windows 10/11, Active Directory/Azure AD, VPN, Networking Fundamentals (DNS, DHCP, TCP/IP), ServiceNow/ITSM tools, and basic ITIL knowledge.

Qualifications

Bachelor's/Graduation

Range of Year Experience-Min Year

1

Range of Year Experience-Max Year

3

Support Engineer | Infinite Computer Solutions