Technical Support Engineer

Role Summary

We are seeking a Technical Support Engineer to provide Level 1, Level 2, and Level 3 technical support for enterprise applications, end-user systems, and IT services. The ideal candidate will have experience in incident management, service desk operations, troubleshooting, ticketing systems, and customer support while ensuring timely issue resolution and a high-quality user experience.

Key Responsibilities

• Provide L1, L2, and L3 technical support for enterprise applications, hardware, software, and end-user systems.
• Diagnose, troubleshoot, and resolve technical issues through remote and on-site support.
• Manage incidents, service requests, and problem tickets using enterprise ITSM platforms.
• Escalate complex issues to appropriate technical teams while ensuring timely resolution.
• Monitor support queues and ensure adherence to Service Level Agreements (SLAs).
• Perform root cause analysis and recommend preventive solutions for recurring issues.
• Install, configure, and support desktop applications, operating systems, and enterprise software.
• Document incidents, troubleshooting steps, and knowledge base articles.
• Collaborate with infrastructure, application, security, and operations teams to resolve technical issues.
• Provide end-user training and technical guidance when required.

Must-Have Skills

• Experience providing L1 OR L2 OR L3 Technical Support.
• Hands-on experience with ServiceNow OR Zendesk OR Jira for incident and service request management.
• Proficiency in Microsoft Office and end-user productivity tools.
• Strong understanding of Windows operating systems and desktop troubleshooting.
• Knowledge of hardware, software, networking, and system troubleshooting.
• Experience with incident management, ticket lifecycle management, and SLA compliance.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong verbal and written communication skills with a customer-focused approach.

Good to Have

• Experience with Active Directory OR Microsoft Entra ID (Azure AD).
• Knowledge of Microsoft 365 administration and support.
• Experience with remote support tools such as TeamViewer, AnyDesk, or Microsoft Remote Desktop.
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Familiarity with ITIL processes and service management best practices.
• Basic PowerShell or scripting knowledge for automation.
• ITIL Foundation, Microsoft, or CompTIA certifications.

Qualifications

• Bachelor's degree or Diploma in Computer Science, Information Technology, Information Systems, or a related field.
• 0–8 years of experience in Technical Support, IT Help Desk, Service Desk, Desktop Support, or IT Operations.