Key Responsibilities

1. L1 IT Support & Troubleshooting

- Manage and resolve support tickets through internal service management tools.
- Provide first-level technical support to clients and internal users.
- Troubleshoot Windows OS, Microsoft Outlook, Microsoft 365, Teams, printers, VPN connectivity, networking, antivirus, and desktop-related issues.
- Provide remote technical support using AnyDesk, TeamViewer, Quick Assist, Zoho Assist, and other approved remote support tools.
- Support users with internally developed software applications and third-party business applications.
- Perform basic troubleshooting of LAN, Wi-Fi, IP, DNS, VPN, printer, and peripheral-related issues.
- Identify recurring technical issues and report them to the IT Operations Manager.
- Escalate unresolved or L2-level issues to the appropriate technical team with complete troubleshooting details.
- Ensure proper ticket documentation, communication, follow-up, and closure comments.
- Follow defined SLA timelines for response and resolution.
- Maintain professional communication and customer service standards during all client interactions.

2. Software Product Training & User Onboarding

- Conduct software product demonstrations and basic training sessions for clients and internal staff.
- Train users on the features, functionality, and standard operating procedures of company software products.
- Assist new clients/users with initial product onboarding and configuration guidance.
- Prepare and maintain basic user guides, training documents, FAQs, and knowledge-base articles.
- Conduct refresher training sessions whenever current features or major product updates are introduced.
- Identify common user difficulties and provide feedback to the Software/Product team for product improvement.
- Maintain training records, including client/staff name,



product, training date, topics covered, and completion status.
- Ensure users understand the correct process for raising support tickets and reporting software issues.

3. IT AMC Management

- Maintain and regularly update the IT AMC master database for all clients.
- Track AMC contracts for CCTV, networking, desktops, servers, printers, IT infrastructure, and other supported systems.
- Monitor AMC start dates, expiry dates, renewal dates, scope of services, and contract status.
- Coordinate with internal teams and clients regarding AMC service requirements and renewals.
- Maintain proper documentation of AMC agreements, quotations, invoices, service reports, and renewal records.
- Follow up with relevant teams before AMC expiry to ensure timely renewal.
- Maintain a renewal calendar and provide advance alerts for upcoming AMC expiries.
- Coordinate with the Sales and Accounts teams for AMC quotations, renewals, invoicing, and payment follow-up where required.
- Ensure no critical AMC or service contract expires without proper escalation and action.

4. License, Subscription & Renewal Management

- Maintain records of IT software licenses, subscriptions, warranties, support contracts, and service renewals.
- Track renewal dates for Microsoft 365, antivirus, firewall/security licenses, domains, hosting, SSL certificates, software subscriptions, and other IT services assigned to the role.




- Maintain a centralized renewal tracker with vendor, product, client, quantity, start date, expiry date, renewal cost, and responsible person.
- Send advance renewal reminders to the relevant internal teams and management.
- Coordinate with vendors and internal departments for renewal quotations and required documentation.
- Follow up on pending renewals and escalate critical or time-sensitive renewals.
- Ensure renewal-related records and supporting documents are properly maintained.

5. Ticketing & Service Management

- Manage daily support tickets through internal ticketing systems.
- Prioritize tickets based on severity, impact, and SLA requirements.
- Maintain accurate ticket notes and troubleshooting history.
- Follow up with users until resolution or appropriate escalation.
- Monitor pending and aging tickets and proactively work toward closure.
- Maintain service documentation and knowledge-based information.
- Prepare basic support and service reports when required.

Technical Skills & Knowledge

- Windows 10/11 troubleshooting
- Microsoft Outlook configuration and troubleshooting
- Basic Microsoft 365 Administration
- Microsoft Teams support
- VPN troubleshooting
- Printer and peripheral troubleshooting
- Basic networking concepts – IP, DNS, LAN, Wi-Fi
- Antivirus and endpoint support
- Remote desktop troubleshooting
- Basic understanding of software applications and SaaS products
- Basic understanding of IT AMC and service contracts
- Basic understanding of software licensing and subscription renewals
- Good documentation and reporting skills

Tools Exposure

- TeamViewer
- Quick Assist
- Zoho Assist
- Microsoft 365
- Internal ticketing/service management tools
- AMC & Renewal Tracking systems/spreadsheets

📌 Support Engineer (India)
🏢 Lambodra Traders And Services Private
📍 India