Support Engineer

Role overview

Support Engineer at Infinite Computer Solutions

Responsibilities

• Provide Level 2 technical support for hardware, software, operating systems, Microsoft 365 applications, email, VPN, network connectivity, and end-user computing issues.
• Manage incidents and service requests, from logging and categorization through resolution, closure, and user communication.
• Maintain accurate records in ITSM tools (e.g., ServiceNow, Remedy, Jira), create knowledge articles, and ensure compliance with ITIL processes and organizational standards.
• Drive continuous service improvement by identifying process gaps, recommending enhancements, mentoring L1 engineers,

Preferred qualifications and skills

• Microsoft 365, Windows 10/11, Active Directory/Azure AD, VPN, Networking Fundamentals (DNS, DHCP, TCP/IP), ServiceNow/ITSM tools, and basic ITIL knowledge.

Employment details

• Location: Bangalore - GA

Additional role details

• 1.
• Excellent verbal and written communication skills, with a neutral accent and no Mother Tongue Influence (MTI).
• 2.
• 3.
• Serve as the primary point of contact for users seeking technical assistance via phone, email, chat, or ticketing tools, ensuring high customer satisfaction.
• 4.
• Diagnose, troubleshoot, and resolve incidents independently using advanced analytical and remote troubleshooting techniques within defined SLAs.
• 5.
• 6.
• Perform root cause analysis for recurring issues, identify trends, and support problem management initiatives to prevent future incidents.
• 7.
• Escalate complex or unresolved issues to appropriate support teams, ensuring complete documentation and effective coordination until resolution.
• 8.
• 9.