Technical Support Engineer

We are looking for a Technical Support Engineer to provide technical assistance to customers and internal users, troubleshoot hardware and software issues, resolve technical queries, and ensure timely resolution of support tickets.

Key Responsibilities

• Provide L1/L2 technical support through calls, email, chat, or ticketing systems.
• Troubleshoot hardware, software, application, and connectivity issues.
• Diagnose and resolve technical problems within defined SLA timelines.
• Handle and maintain support tickets from creation to resolution.
• Install, configure, and troubleshoot software and system applications.
• Troubleshoot Windows OS, Microsoft Office, printers, and peripherals.
• Provide basic support for LAN, Wi-Fi, VPN, TCP/IP, DNS, and DHCP issues.
• Assist users with system configuration, account access, and password-related issues.
• Perform remote troubleshooting using remote support tools.
• Escalate complex technical issues to L2/L3 or relevant technical teams.
• Coordinate with development, network, infrastructure, and application teams when required.
• Document troubleshooting steps, resolutions, and recurring issues.
• Maintain knowledge base articles and technical documentation.
• Follow IT support procedures, security policies, and escalation processes.
• Monitor recurring technical issues and suggest possible improvements.