The Technical Support Engineer will be responsible for providing L1/L2 technical support, troubleshooting issues, and ensuring smooth IT operations for clients. The role requires excellent problem-solving skills, customer communication, and the ability to work in a fast-paced managed services environment.
Key Responsibilities:
Provide remote and onsite technical support for desktops, laptops, servers, and network devices.
Troubleshoot issues related to hardware, software, OS, applications, printers, and peripherals.
Handle user incidents and service requests through the ticketing system and ensure timely closure.
Monitor client systems, servers, and alerts; take necessary actions as per SOPs.
Perform basic server and network troubleshooting (AD, DNS, DHCP, File Server, VPN, etc.).
Install, configure, and maintain Windows OS, MS Office, and other business applications.
Manage user accounts, permissions, and policies in Active Directory and M365.
Support endpoint security tools, backup solutions, and patch management.
Escalate issues to L2/L3 teams when required and follow up for timely resolution.
Document troubleshooting steps, solutions, and maintain knowledge base articles.
Coordinate effectively with internal teams and maintain strong client communication.
Participate in rotational shifts, including weekend support.
Required Skills & Qualifications:
Diploma/Graduate in IT, Computer Science, or equivalent field.
1-3 years of experience in IT technical support or helpdesk.
Strong knowledge of Windows Operating Systems and basic networking concepts.
Experience with ticketing tools (Connectwise, Halopsa or similar).
Good understanding of Active Directory, Office 365, and basic server administration.
Excellent communication and international customer-handling skills.
Ability to work independently and in a team environment.
Preferred Skills:
Experience in MSP/Managed Services environment.
Exposure to cloud services (Azure/M365) will be an added advantage.
Job Type: Full-time
Pay: ?25,000.00 - ?60,000.00 per month
Work Location: In person
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