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

Role OverviewWe 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 ResponsibilitiesL1 End-User SupportAct 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 professional user communication.L2 End-User SupportResolve 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 & OperationsMeet or exceed defined SLAs/OLAs for response and resolution.Maintain asset accuracy for assigned devices and accessories.Follow change, security, and access-request procedures; never grant unauthorized access.Update tickets with clear notes, next actions, and resolution codes.Support US-shift handovers with concise shift reports (open Sev tickets, pending approvals, risk items).Contribute to continuous improvement of runbooks and FAQs.Required Skills & Experience5-7 years of hands-on L1/L2 end-user / desktop / IT support experience.Strong troubleshooting skills on Windows 10/11 endpoints.Working knowledge of Active Directory / Entra ID basics (users, groups, password/MFA issues).Hands-on support experience with Microsoft 365 (Outlook, Teams, OneDrive, Office apps).Familiarity with ticketing tools (ServiceNow / Jira / Freshservice / similar).Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi, IP connectivity checks).Good written and spoken English for US-user communication.Ability to work US Shift only, onsite in Vadodara.Preferred / Nice to HaveCompTIA A+, ITIL Foundation, or Microsoft support-related certifications.Exposure to Intune / endpoint management, BitLocker, and antivirus consoles.Experience supporting remote/global users in captive / GCC / BPO / offshore models.Basic PowerShell awareness for repetitive support tasks.Printer/MFP fleet support and conference-room device support experience.EducationDiploma / Bachelor's degree in IT, Computer Science, Electronics, or equivalent practical experience.Soft SkillsPatient, customer-first communication.Explicit ticket documentation and ownership until closure or clean escalation.Ability to multitask under SLA pressure during US business hours.Team player with willingness to learn and follow standard operating procedures.

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