Requirement Details
Primary Location: Noida , Chennai
Position Overview (Job Summary):
Support Engineer will handle escalated technical issues primarily through voice-based international support. The role involves managing high-volume inbound calls, resolving incidents within defined SLAs, troubleshooting Outlook, VPN, Citrix, and VDI issues, and providing advanced support across MS Office/Office 365. The position requires solid technical, communication, and customer service skills while working in 24x7 rotational shifts.
Primary Skills:
Experience in International Voice Support / Service Desk (Voice-based)
Proficiency in ticketing tools (preferably ServiceNow)
Strong troubleshooting skills in:
Outlook
VPN
Citrix
VDI
Advanced knowledge of MS Office and Office 365
Incident management & SLA adherence
Secondary Skills:
Basic network troubleshooting
Remote desktop support
User account management
Knowledge of PC-based software configuration
Experience handling multi-channel support (phone, email, chat)
Experience:
1-3 Years
Role and Responsibilities
A. Key Responsibilities:
Manage and resolve escalated calls from L1 support
Handle approx.



90% inbound user calls daily
Troubleshoot and resolve technical issues through user interaction, log analysis, and research
Provide Level 1 remote desktop support
Manage user accounts and escalate complex issues to relevant teams
Resolve Outlook, VPN, Citrix, and VDI-related incidents
Ensure all incidents are handled within SLA timelines
Assign tickets to appropriate resolver teams and follow up until closure
Respond to queries via phone, email, IM, and ticketing tools
Maintain accurate logs and compliance standards
Drive CSAT through effective resolutions and reduced AHT/reopen rates
B. Additional Responsibilities:
Assist in user training or documentation of training procedures
Evaluate and configure PC-based applications (Word, Excel, email clients, etc.)
Troubleshoot client-side software issues and basic connectivity problems
Follow escalation protocols and queue management best practices
Adhere to quality standards (voice, accent, technical monitoring) and company policies
Educational Qualification:
Any Graduation

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