Key Responsibilities Serve as the first and second point of contact for enduser 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 enduser issues without requiring onsite 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 enduser 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 oncall rotations and provide afterhours support for critical incidents and priority issues as required Ensure high levels of enduser satisfaction by maintaining a skilled patient and solutionoriented approach on every support interaction

📌 Support Engineer (Mumbai)
🏢 NEWAGE TECH SOLUTION PRIVATE
📍 Mumbai