L1/L2 Support Engineer

Key Responsibilities: - Serve as the first and second point of contact for end-user technical issues received via phone, email, chat, or ticketing system and resolve them within defined SLA timelines - Diagnose, troubleshoot, and resolve L1 and L2 technical issues related to hardware, software, operating systems, network connectivity, email, VPN, and enterprise applications - Log, categorize, prioritize, and track all incidents and service requests accurately in the ITSM ticketing tool from creation to closure - Perform remote troubleshooting and desktop support using remote access tools to resolve end-user issues without requiring on-site intervention - Escalate complex, unresolved, or recurring technical issues to the L3 support team or relevant resolver groups with detailed documentation and follow up until closure - Manage user account administration tasks including password resets, account creation and deactivation, access provisioning, and permission management in Active Directory - Assist with software installation, configuration, patch management, and system updates across end-user devices and enterprise applications - Maintain and update knowledge base articles, troubleshooting guides, and FAQs for common L1 and L2 issues to improve first call resolution rates - Participate in on-call rotations and provide after-hours support for critical incidents and priority issues as required - Ensure high levels of end-user satisfaction by maintaining a professional, patient, and solution-oriented approach on every support interaction