Job Summary

We are looking for an experienced IT Support Engineer to provide L1/L2 technical support to end users through voice calls, emails, chat, and remote support. The role involves incident and service request management, troubleshooting, SLA adherence, P1/P2 incident coordination, and collaboration with infrastructure and application teams.

Key Responsibilities
- Provide L1/L2 technical support through phone, email, chat, and remote sessions.
- Troubleshoot Windows, hardware, software, network, VPN, and application-related issues.
- Log, categorize, prioritize, resolve, and escalate incidents and service requests within defined SLAs.
- Handle and coordinate P1/P2 incidents and major outages with relevant technical teams.
- Perform Active Directory user administration, password resets, account unlocks, and access management.
- Support Microsoft 365, Outlook, Teams, and other business applications.
- Provide remote assistance using tools such as TeamViewer, AnyDesk, Quick Assist, or similar platforms.




- Identify recurring issues and contribute to Problem Management and Root Cause Analysis.
- Maintain accurate ticket documentation and follow ITIL/ITSM processes.
- Coordinate with Network, Infrastructure, Security, Application, and other support teams for issue resolution.
- Prepare basic Excel/PowerPoint reports related to incidents, SLA performance, and service desk metrics.
- Ensure high levels of customer satisfaction through effective communication and timely resolution.
- Create and maintain knowledge articles and technical documentation.
- Participate in 24x7 rotational shifts, including US business hours, as required.

Required Technical Skills
- IT Service Desk / Helpdesk / Technical Support experience
- ITIL / ITSM
- ServiceNow or other ITSM tools
- Active Directory / Entra ID
- Windows 10/11 troubleshooting
- Microsoft 365 / Outlook / Teams
- Basic networking and VPN troubleshooting
- Incident & Service Request Management
- P1/P2 Incident Management

📌 It Support Engineer (Noida)
🏢 WOW Softech
📍 Noida