Technical Support Engineer

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.

• 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

• 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

• 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

• 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