Role & responsibilities

- Provided technical support for hardware, software, and network-related issues through ticketing systems, email, phone, and remote support tools.

- Diagnosed and resolved technical incidents by asking targeted troubleshooting questions and identifying root causes.

- Installed, configured, upgraded, and maintained Windows, Linux, and macOS operating systems and applications.

- Assisted users with the installation and setup of desktop applications, printers, scanners, and other computer peripherals.

- Performed remote troubleshooting using remote desktop tools to resolve user issues efficiently.

- Configured and supported Wi-Fi and local network connectivity, ensuring reliable network access for end users.

- Customized desktop and application settings to meet user and business requirements.

- Escalated complex technical issues to higher-level support teams while maintaining accurate documentation of troubleshooting steps.

- Logged, tracked, and updated incidents and service requests in the IT service management (ITSM) system.

- Verified issue resolution through follow-ups to ensure customer satisfaction and system functionality.

- Implemented security best practices by assisting with antivirus installation, updates, and endpoint security compliance.





- Created and maintained technical documentation, knowledge base articles, and user guides for common support procedures.

- Collaborated with cross-functional IT teams to resolve infrastructure, networking, and application-related issues.

- Monitored recurring issues and provided feedback for process improvements and product enhancements.

- Delivered transparent, step-by-step technical guidance to users with varying levels of technical expertise.

- Maintained service level agreement (SLA) compliance by prioritizing and resolving support requests within defined timelines.

- Supported Mac hardware troubleshooting, including device setup, diagnostics, and peripheral configuration.

- Ensured a high level of customer satisfaction through professional communication, timely issue resolution, and proactive support.

Preferred candidate profile

- Cisco Meraki switching and wireless infrastructure.

- Fortinet firewall administration.

- Multi-ISP Internet connectivity.

- MPLS, SD-WAN, or leased line environments.

- Network security implementation.

- Google Workspace or Microsoft 365 networking.

- VPN and remote user support.

📌 Network Support Engineer (Noida)
🏢 To The New
📍 Noida