Position: Support Engineer

We are seeking a skilled and service-oriented Support Engineer to provide technical assistance, troubleshooting, and operational support for users, systems, and applications. This role requires strong problem-solving skills, clear communication, and the ability to work in a fast-paced environment while maintaining high service standards.

Responsibilities

Provide L1/L2 technical support for end users across hardware, software, network, and application issues.
Diagnose, troubleshoot, and resolve incidents and service requests within defined SLAs.
Log, track, and document issues in a ticketing system, ensuring accurate categorization, prioritization, and resolution notes.
Perform root cause analysis for recurring issues and recommend preventive actions.
Support installation, configuration, and maintenance of desktops/laptops, peripherals, operating systems, and standard enterprise applications.
Assist with user account management (access provisioning, password resets, permissions) as per security policies.
Coordinate with internal teams and vendors for escalations, bug fixes, patches, and upgrades.
Maintain and update technical documentation, knowledge base articles, and standard operating procedures (SOPs).
Support basic monitoring of systems/services and respond to alerts as required.
Participate in shift/on-call support (if applicable) and contribute to continuous service improvement initiatives.

Requirements

Bachelor’s degree/diploma in Engineering/Computer Science/IT or equivalent practical experience.
0–3+ years of experience in IT support, helpdesk, desktop support, or technical customer support (experience requirements may vary by level).
Working knowledge of Windows and/or Linux environments, basic networking concepts (DNS, DHCP, TCP/IP), and common troubleshooting practices.
Familiarity with ticketing tools (e.g., ServiceNow, JIRA Service Management, Freshservice, Zendesk) and remote support tools.
Strong communication skills with the ability to explain technical concepts to non-technical users.
Ability to prioritize tasks, manage multiple tickets, and work independently with minimal supervision.
Good documentation habits and a customer-first mindset.
Preferred: Certifications such as CompTIA A+/Network+, ITIL Foundation, Microsoft/Google/AWS fundamentals (nice to have).

Benefits

Competitive compensation package (as per company standards and experience).
Health insurance and wellness benefits (where applicable).
Paid time off, holidays, and leave policies aligned with local regulations.
Learning and development support (training, certifications, mentorship).
Career growth opportunities in Systems Administration, Network Engineering, DevOps, Security, or Product Support.
Collaborative work culture with exposure to modern tools and processes.

About the Company

We are a technology-driven organization focused on delivering reliable services and high-quality user experiences. Our teams work collaboratively to ensure operational excellence, secure systems, and responsive support. We value ownership, continuous learning, and a strong commitment to customer satisfaction.

How to Apply

Please submit your updated resume and a brief cover note highlighting your support experience, tools you have used, and the types of issues you have handled. Shortlisted candidates will be contacted for the next steps in the hiring process.