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Support Engineer
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- Posted 15 hours ago
- Be among the first 10 applicants
Job Description
Job Description
- 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,
More Info
Job Type:
Employment Type:
Key Skills
basic ITIL knowledge
ITSM tools
Networking Fundamentals
About Company
Skills:
Laptop, Operating Systems, Office 365, Ms Office, Exchange Server, Vpn, Desktop, MFA, VOIP, Printer, COTS Applications, MDM, Password reset management, Sharepoint
Skills:
Real User Monitoring (RUM), Amazon Ec2, Amazon S3, Saml, Kafka, AWS CloudWatch, Security Controls, AWS, Oauth, Aws Lambda, Ibm Mq, SSIS, Iam, Dynatrace, Splunk, Seq, GitLab SaaS, AWS Event and Messaging Services, JAMS Scheduler, SOAP APIs, Active Directory, MuleSoft Middleware, CI/CD pipelines, ESP Jobs, Synthetic Monitoring
Skills:
ticketing systems , Intune, Windows, SCCM, Office 365, Mac Os, networking fundamentals, desktop and laptop troubleshooting, Active Directory
Skills:
Active Directory user administration, Microsoft 365 applications and administration, basic networking concepts and protocols, remote support and ticketing tools
Skills:
Vmware Fusion, Networking, Dns, Office 365, Okta, Vpn, Network, Windows 10, Bitlocker, Intune, Operating Systems, Mac, Windows Defender, Active Directory User Administration, drive encryption, Parallels Desktops, One Drive, remote support tools, Office 365 products, Teams, Hardware, IT fundamentals, Documentation, Audio Video equipment integration, File Vault, knowledge base articles, hardware procurement