Support Engineer

1. Excellent verbal and written communication skills, with a neutral accent and no Mother Tongue Influence (MTI).
2. Provide Level 2 technical support for hardware, software, operating systems, Microsoft 365 applications, email, VPN, network connectivity, and end-user computing issues.
3. Serve as the primary point of contact for users seeking technical assistance via phone, email, chat, or ticketing tools, ensuring high customer satisfaction.
4. Diagnose, troubleshoot, and resolve incidents independently using advanced analytical and remote troubleshooting techniques within defined SLAs.
5. Manage incidents and service requests, from logging and categorization through resolution, closure, and user communication.
6. Perform root cause analysis for recurring issues, identify trends, and support problem management initiatives to prevent future incidents.
7. Escalate complex or unresolved issues to appropriate support teams, ensuring complete documentation and effective coordination until resolution.
8. Maintain accurate records in ITSM tools (eg, ServiceNow, Remedy, Jira), create knowledge articles, and ensure compliance with ITIL processes and organizational standards.
9. 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.