Support Engineer

About the role

Provide Level 2 technical support for hardware, software, operating systems, Microsoft 365 applications, email, VPN, network connectivity, and end-user computing issues. Serve as the primary point of contact for users seeking technical assistance via phone, email, chat, or ticketing tools, ensuring high customer satisfaction.

What you'll do

• Provide Level 2 technical support for hardware, software, operating systems, Microsoft 365 applications, email, VPN, network connectivity, and end-user computing issues
• Serve as the primary point of contact for users seeking technical assistance via phone, email, chat, or ticketing tools, ensuring high customer satisfaction
• Manage incidents and service requests, from logging and categorization through resolution, closure, and user communication
• Perform root cause analysis for recurring issues, identify trends, and support problem management initiatives to prevent future incidents
• Maintain accurate records in ITSM tools (e.g., ServiceNow, Remedy, Jira), create knowledge articles

What you need

• 1–3 years in it support & networking
• Office 365
• ITIL
• ServiceNow
• Ticketing tools
• Hardware
• Troubleshooting
• Any graduate

Good to have

• Active Directory
• TCP/IP
• Windows
• Networking
• Azure
• Root cause analysis