Technical Support Engineer

Key Responsibilities
Provide advanced L2 & L3 technical support and handle escalations
Lead and mentor Technical Support Analysts
Troubleshoot complex hardware, software, and infrastructure issues
Assist users with installation, configuration, and upgrades
Manage CRM / ticketing systems and maintain support records
Collaborate with cross-functional teams to resolve issues efficiently
Monitor SLA and CSAT metrics and drive service improvements
Develop SOPs, policies, and best practices

Mandatory Technical Skills
Hands-on experience in leading or mentoring a Technical Support team is mandatory
Windows & macOS Support
Active Directory / Azure Active Directory / Entra ID
Microsoft Intune / MDM / Windows Autopilot
Apple Business Manager (ABM) / iOS / Mac device support
L2 & L3 Technical Support
CRM / Ticketing Tools
Remote Support Tools
Network Concepts – DNS, DHCP, VPN
Exchange & SharePoint Administration
Security Tools – Microsoft Defender / Sentinel
Collaboration Tools – Zoom, MS Teams, Slack

Ideal Candidate
5–7+ years of experience in Technical Support / Customer Support
Experience in handling escalations and mentoring teams
Strong knowledge of ITSM / ITIL processes (Incident & Change Management)
Ability to manage complete IT infrastructure support