Work Location : Vadodara (Work from Office)
Shift : US/Night Shift

Role Overview
We are hiring a System Support Engineer to provide L1 and L2 end-user support for corporate users. The role handles day-to-day desktop, laptop, identity, Microsoft 365, and related access issues; ensures timely ticket resolution under SLA; and escalates complex problems to System Administrators / L3 teams. This is an onsite role in Vadodara on US Shift only.
Key Responsibilities
L1 End-User Support
Act as first point of contact for end-user IT issues via phone, chat, email, and ticketing tools.
Handle password resets, account unlocks, MFA prompts, basic access requests, and user onboarding/offboarding checklist items.
Troubleshoot Windows desktop/laptop issues (OS, performance, printers, peripherals, Wi-Fi, VPN connectivity).
Support Microsoft Office / Microsoft 365 apps (Outlook, Teams, OneDrive, Word, Excel, PowerPoint) for common user issues.
Perform basic hardware diagnostics and coordinate device swap/repair with vendors or asset team.




Log all incidents accurately; follow scripts/runbooks; maintain skilled user communication.
L2 End-User Support
Resolve escalated L1 tickets involving Active Directory/Entra ID basics, mailbox issues, Teams/SharePoint access, profile corruption, and application faults.
Troubleshoot VPN, proxy, certificate, and endpoint compliance issues (as per process).
Support software installation/packaging requests through approved channels; remediate failed installs.
Investigate recurring incidents; contribute to problem tickets and knowledge-base articles.
Coordinate with System Administrators for L3 escalations (M365 tenant issues, server/identity deep-dives, VMware-backed desktop issues).
Participate in major-incident bridge as L1/L2 support resource during US business hours.
Service Delivery & Operations
Meet or exceed defined SLAs/OLAs for response and resolution.
Maintain asset accuracy for assigned devices and accessories.
Follow change, security, a

📌 System Support Engineer (Vadodara)
🏢 VikingCloud India
📍 Vadodara