Support Engineer

As an Immediate to 15 days Joiner for a position based in Bangalore/Mumbai with a US time shift, your primary responsibilities will include: - Managing Tier 1 help desk tickets through the company's internal ticketing system. - Troubleshooting common IT issues and providing support for O365, client applications, and daily operating environments using available tools. - Performing basic Windows administration tasks, such as password resets, email backups, Outlook synchronization issues, and file/folder management. - Diagnosing and resolving basic network connectivity and printer-related issues. - Escalating complex technical problems to Technical Support Specialist II or appropriate resolver groups. - Ensuring timely resolution by following up on outstanding requests. - Documenting all troubleshooting steps and contributing to the knowledge base. - Adhering to IT policies, procedures, and compliance standards, including password management, documentation, access provisioning, and data protection. - Minimizing user downtime by providing accurate communication and efficient issue resolution for unscheduled outages. - Working within an SLA-based response/resolution model; experience with ServiceNow or any equivalent ITSM tool is preferred. - Maintaining regular communication with IT management through timely operational reporting and collaborating with team members on support issues and needs assessments. For this role, the following qualifications and skills are required: - 6 - 10 years of experience in customer service or a help desk role. - Strong troubleshooting skills for Windows OS, O365, and common IT issues. - Basic understanding of network connectivity and printer troubleshooting. - Ability to document resolutions and contribute to a knowledge base. - Experience with ITSM tools (ServiceNow preferred) and adherence to SLA-driven workflows. - Excellent communication skills and a proactive approach to issue resolution. As an Immediate to 15 days Joiner for a position based in Bangalore/Mumbai with a US time shift, your primary responsibilities will include: - Managing Tier 1 help desk tickets through the company's internal ticketing system. - Troubleshooting common IT issues and providing support for O365, client applications, and daily operating environments using available tools. - Performing basic Windows administration tasks, such as password resets, email backups, Outlook synchronization issues, and file/folder management. - Diagnosing and resolving basic network connectivity and printer-related issues. - Escalating complex technical problems to Technical Support Specialist II or appropriate resolver groups. - Ensuring timely resolution by following up on outstanding requests. - Documenting all troubleshooting steps and contributing to the knowledge base. - Adhering to IT policies, procedures, and compliance standards, including password management, documentation, access provisioning, and data protection. - Minimizing user downtime by providing accurate communication and efficient issue resolution for unscheduled outages. - Working within an SLA-based response/resolution model; experience with ServiceNow or any equivalent ITSM tool is preferred. - Maintaining regular communication with IT management through timely operational reporting and collaborating with team members on support issues and needs assessments. For this role, the following qualifications and skills are required: - 6 - 10 years of experience in customer service or a help desk role. - Strong troubleshooting skills for Windows OS, O365, and common IT issues. - Basic understanding of network connectivity and printer troubleshooting. - Ability to document resolutions and contribute to a knowledge base. - Experience with ITSM tools (ServiceNow preferred) and adherence to SLA-driven workflows. - Excellent communication skills and a proactive approach to issue resolution.