L1/L2 Support Engineer

Key Responsibilities:
- Serve as the first and second point of contact for end-user technical issues received via phone, email, chat, or ticketing system and resolve them within defined SLA timelines
- Diagnose, troubleshoot, and resolve L1 and L2 technical issues related to hardware, software, operating systems, network connectivity, email, VPN, and enterprise applications
- Log, categorize, prioritize, and track all incidents and service requests accurately in the ITSM ticketing tool from creation to closure
- Perform remote troubleshooting and desktop support using remote access tools to resolve end-user issues without requiring on-site intervention
- Escalate complex, unresolved, or recurring technical issues to the L3 support team or relevant resolver groups with detailed documentation and follow up until closure
- Manage user account administration tasks including password resets, account creation and deactivation, access provisioning, and permission management in Active Directory
- Assist with software installation, configuration, patch management, and system updates across end-user devices and enterprise applications
- Maintain and update knowledge base articles, troubleshooting guides, and FAQs for common L1 and L2 issues to improve first call resolution rates
- Participate in on-call rotations and provide after-hours support for critical incidents and priority issues as required
- Ensure high levels of end-user satisfaction by maintaining a professional, patient, and solution-oriented approach on every support interaction