Technical Support Engineer

We are looking for a customer-centric and technically adept Technical Support Engineer to provide Level 1 and Level 1.5 support for end users.

This role involves managing support queries via multiple channels, troubleshooting technical issues related to software/hardware, and ensuring high levels of customer satisfaction by adhering to ITIL processes and organizational SLAs.

Key Responsibilities :

- Provide L1 and L1.5 technical support through phone, email, chat, and web.

- Ensure high standards of customer service and adhere to all service management principles.

- Take ownership of user issues and manage cases through to resolution or escalation.

- Create and manage tickets in CRM/ITSM tools (e.g., ServiceNow).

- Troubleshoot issues related to Outlook/Microsoft Office 365, Cisco VPN, WebEx, Jabber, Lotus Notes

- Perform remote support for software installation, configuration, and issue resolution.

- Refer to knowledge base (KB) for known issues and document resolutions.

- Escalate unresolved issues to L2 support or PRG teams where applicable.

- Create child tickets and tag them with associated problem tickets.

- Collaborate with team leads and SMEs for updates and process improvements.

- Monitor and analyze call trends to proactively identify outages or recurring issues.

- Report findings to TL/SME for timely resolution.

- Perform callbacks for unresolved cases and verify resolution.

- Maintain up-to-date standard operating procedures (SOPs) and knowledge articles.

- Contribute to team learning by sharing insights and participating in process improvement discussions.

- Participate in technical and process update sessions/trainings.

Required Skills :

- Strong interpersonal and customer service skills.

- Excellent verbal and written communication.

- Proficient in ticketing tools (preferably ServiceNow).

- Knowledge of Microsoft OS, Office Suite, Outlook, Active Directory.

- Familiarity with networking basics, VPN, printers, and remote desktop tools.

- Understanding of ITIL framework and helpdesk best practices.

- Good problem-solving ability and attention to detail.

- MCP and/or ITIL Certification (Desirable, not mandatory)

- Experience in Technical Support, System Administration, or Network Support.

- Exposure to large and complex IT infrastructures