Role OverviewThe IT Support Engineer will provide first- and second-line technical support across enterprise environments, ensuring smooth day-to-day IT operations. This role involves incident resolution, user support, system troubleshooting, and escalation management.Key ResponsibilitiesProvide Level 1 and Level 2 support for end users across hardware, software, and network-related issuesTroubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and peripheralsSupport Windows OS, MS Office, Outlook, and standard enterprise applicationsHandle incidents and service requests via ticketing systems (ServiceNow, Remedy, etc.)Perform user account management (Active Directory, password resets, access provisioning)Support basic network troubleshooting (LAN/WAN/Wi-Fi, VPN connectivity)Install, configure, and maintain applications and end-user systemsEscalate unresolved or complex issues to Level 3 or relevant teams while ensuring proper follow-upMaintain documentation and provide clear updates to users and stakeholdersRequired Skills & Experience2–5 years of experience in IT Support (L1/L2) rolesStrong understanding of Windows environments and end-user computingHands-on experience with Active Directory and basic networking conceptsProven troubleshooting and customer-facing support skillsAbility to work independently and in a fast-paced support environmentGood to HaveExposure to ITIL processesExperience supporting enterprise or multi-site environments