Role SummaryWe are seeking a Technical Support Engineer to provide Level 1, Level 2, and Level 3 technical support for enterprise applications, end-user systems, and IT services. The ideal candidate will have experience in incident management, service desk operations, troubleshooting, ticketing systems, and customer support while ensuring timely issue resolution and a high-quality user experience.Key ResponsibilitiesProvide L1, L2, and L3 technical support for enterprise applications, hardware, software, and end-user systemsDiagnose, troubleshoot, and resolve technical issues through remote and on-site supportManage incidents, service requests, and problem tickets using enterprise ITSM platformsEscalate complex issues to appropriate technical teams while ensuring timely resolutionMonitor support queues and ensure adherence to Service Level Agreements (SLAs)Perform root cause analysis and recommend preventive solutions for recurring issuesInstall, configure, and support desktop applications, operating systems, and enterprise softwareDocument incidents, troubleshooting steps, and knowledge base articlesCollaborate with infrastructure, application, security, and operations teams to resolve technical issuesProvide end-user training and technical guidance when requiredMust-Have SkillsExperience providing L1 OR L2 OR L3 Technical SupportHands-on experience with ServiceNow OR Zendesk OR Jira for incident and service request managementProficiency in Microsoft Office and end-user productivity toolsStrong understanding of Windows operating systems and desktop troubleshootingKnowledge of hardware, software, networking, and system troubleshootingExperience with incident management, ticket lifecycle management, and SLA complianceExcellent analytical, troubleshooting, and problem-solving skillsStrong verbal and written communication skills with a customer-focused approachGood to HaveExperience with Active Directory OR Microsoft Entra ID (Azure AD)Knowledge of Microsoft 365 administration and supportExperience with remote support tools such as TeamViewer, AnyDesk, or Microsoft Remote DesktopBasic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN)Familiarity with ITIL processes and service management best practicesBasic PowerShell or scripting knowledge for automationITIL Foundation, Microsoft, or CompTIA certificationsQualificationsBachelor's degree or Diploma in Computer Science, Information Technology, Information Systems, or a related field0–8 years of experience in Technical Support, IT Help Desk, Service Desk, Desktop Support, or IT Operations