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

- SLA Management and Escalation

- Remote Support Tools

- MS Office, Excel & PowerPoint

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