It Support Engineer

We are seeking a skilled IT Support Engineer with L1/L2 support expertise to join our team in Pune. This hybrid role operates on a rotational shift basis with an immediate to 15-day notice period preference. The ideal candidate will possess strong troubleshooting abilities for Windows environments and manage incident and service requests.

Key Responsibilities:

• Manage IT ticketing and incident management at L1/L2 levels.
• Provide remote and on-site Windows troubleshooting support via calls and ticketing systems.
• Troubleshoot issues related to Active Directory, DNS/DHCP, LAN/WLAN, Microsoft Outlook & MS Exchange, and SAP & other system applications.
• Possess basic knowledge of LAN network infrastructure, including endpoint cabling.
• Handle escalation management, ensuring prompt resolution of tickets by routing them to appropriate departments.
• Utilize and work with ticketing tools such as ServiceNow (SNOW), HP ALM, JIRA, BMC Remedy, Cisco, and Citrix.

Required Skills:

• Exceptional troubleshooting and analytical skills.
• Proven hands-on experience in Windows-based IT environments.
• Proficiency in Active Directory user/group management and permissions.
• Solid understanding of network fundamentals.
• Ability to effectively manage Service Level Agreements (SLAs) and escalation processes.