Role Overview
The 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 Responsibilities
Provide Level 1 and Level 2 support for end users across hardware, software, and network-related issues
Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and peripherals
Support Windows OS, MS Office, Outlook, and standard enterprise applications
Handle 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 systems
Escalate unresolved or complex issues to Level 3 or relevant teams while ensuring proper follow-up
Maintain documentation and provide clear updates to users and stakeholders
Required Skills & Experience
2–5 years of experience in IT Support (L1/L2) roles
Strong understanding of Windows environments and end-user computing
Hands-on experience with Active Directory and basic networking concepts
Proven troubleshooting and customer-facing support skills
Ability to work independently and in a fast-paced support environment
Good to Have
Exposure to ITIL processes
Experience supporting enterprise or multi-site environments