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 explicit, 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 skilled 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