Technical Support Engineer

Job Summary

We are looking for a Technical Support Engineer with 04 years of experience to provide technical assistance to customers, users, and internal teams.

The ideal candidate should have good knowledge of Windows/Linux, Networking, Hardware & Software Troubleshooting, Active Directory, SQL basics, Ticketing Tools, and Cloud fundamentals, along with strong communication and problem-solving skills.

Roles & Responsibilities

• Provide L1/L2 technical support to users and customers through phone, email, chat, or ticketing systems.
• Troubleshoot and resolve hardware, software, operating system, and application-related issues.
• Diagnose and resolve basic network connectivity, DNS, IP, VPN, and Wi-Fi issues.
• Install, configure, and maintain desktops, laptops, printers, and other IT devices.
• Support Windows and Linux operating systems.
• Manage user accounts, password resets, and access permissions.
• Provide support for Active Directory, Microsoft 365, and email-related issues.
• Log, track, prioritize, and resolve incidents using ticketing tools.
• Escalate complex technical issues to L2/L3 teams when required.
• Perform root-cause analysis and document recurring technical issues.
• Monitor system performance and troubleshoot system-related problems.
• Assist with software installations, upgrades, patches, and configurations.
• Maintain technical documentation, knowledge bases, and troubleshooting guides.
• Follow SLA requirements and ensure timely resolution of support tickets.
• Coordinate with internal IT, network, security, and application teams.
• Provide clear technical guidance and maintain professional communication with users.
• Follow IT security policies and best practices while providing technical support.