## Role Summary We are seeking a Technical Support Engineer to provide Level 1, Level 2, and Level 3 technical support for enterprise applications, end-user systems, and IT services. The ideal candidate will have experience in incident management, service desk operations, troubleshooting, ticketing systems, and customer support while ensuring timely issue resolution and a high-quality user experience. ## Key Responsibilities - Provide L1, L2, and L3 technical support for enterprise applications, hardware, software, and end-user systems. - Diagnose, troubleshoot, and resolve technical issues through remote and on-site support. - Manage incidents, service requests, and problem tickets using enterprise ITSM platforms. - Escalate complex issues to appropriate technical teams while ensuring timely resolution. - Monitor support queues and ensure adherence to Service Level Agreements (SLAs). - Perform root cause analysis and recommend preventive solutions for recurring issues. - Install, configure, and support desktop applications, operating systems, and enterprise software. - Document incidents, troubleshooting steps, and knowledge base articles. - Collaborate with infrastructure, application, security, and operations teams to resolve technical issues. - Provide end-user training and technical guidance when required. ## Must-Have Skills - Experience providing L1 OR L2 OR L3 Technical Support. - Hands-on experience with ServiceNow OR Zendesk OR Jira for incident and service request management. - Proficiency in Microsoft Office and end-user productivity tools. - Strong understanding of Windows operating systems and desktop troubleshooting. - Knowledge of hardware, software, networking, and system troubleshooting. - Experience with incident management, ticket lifecycle management, and SLA compliance. - Excellent analytical, troubleshooting, and problem-solving skills. - Strong verbal and written communication skills with a customer-focused approach. ## Good to Have - Experience with Active Directory OR Microsoft Entra ID (Azure AD). - Knowledge of Microsoft 365 administration and support. - Experience with remote support tools such as TeamViewer, AnyDesk, or Microsoft Remote Desktop. - Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN). - Familiarity with ITIL processes and service management best practices. - Basic PowerShell or scripting knowledge for automation. - ITIL Foundation, Microsoft, or CompTIA certifications. ## Qualifications - Bachelor's degree or Diploma in Computer Science, Information Technology, Information Systems, or a related field. - 0–8 years of experience in Technical Support, IT Help Desk, Service Desk, Desktop Support, or IT Operations.