Network Support Engineer

TO THE NEW; Dadri; On-site; INR 360,000 - 480,000; Full time

Job summary

TO THE NEW is seeking an experienced IT Support professional in India to provide frontline technical assistance across hardware, software, and network systems. You will handle tickets, perform remote support, and guide users through complex setups.

You will install and maintain Windows, Linux, and macOS, configure network connectivity, and maintain documentation. Strong communication and SLA adherence are essential for delivering reliable IT services.

Qualifications

• Experience providing technical support for hardware, software and networks.
• Proficient with Windows, Linux and macOS environments.
• Strong ability to troubleshoot via remote tools and ticketing systems.
• Ability to document solutions and create knowledge base articles.
• Excellent communication and customer service skills.

Responsibilities

• Provide technical support for hardware, software and network issues via ticketing systems, email, phone, and remote tools.
• Diagnose and resolve incidents by asking targeted questions and identifying root causes.
• Install, configure, upgrade, and maintain Windows, Linux, and macOS operating systems and apps.
• Assist users with desktop apps, printers, scanners, and peripherals.
• Perform remote troubleshooting to resolve issues efficiently.
• Configure and support Wi-Fi and local network connectivity for end users.
• Document troubleshooting steps and maintain ITSM records.
• Escalate complex issues to higher-level teams while ensuring SLA compliance.
• Verify resolution through follow-ups to ensure customer satisfaction.
• Implement security practices by assisting with antivirus and endpoint security.
• Create and maintain technical documentation and user guides.
• Collaborate with IT teams to resolve infra, network, and app issues.
• Monitor recurring issues and provide feedback for improvements.
• Deliver clear step-by-step guidance to users.
• Maintain SLA compliance within defined timelines.
• Support Mac hardware troubleshooting, setup, and peripherals.
• Ensure high customer satisfaction through professional communication.

Skills

Technical support

Windows

Linux

macOS

Network troubleshooting

Remote support

ITSM

Documentation

Customer communication

SLA adherence

Tools

Cisco Meraki

Fortinet

Google Workspace

Microsoft 365

VPN

Remote desktop tools

ITSM systems

Job description

Role & responsibilities

• Provided technical support for hardware, software, and network-related issues through ticketing systems, email, phone, and remote support tools.
• Diagnosed and resolved technical incidents by asking targeted troubleshooting questions and identifying root causes.
• Installed, configured, upgraded, and maintained Windows, Linux, and macOS operating systems and applications.
• Assisted users with the installation and setup of desktop applications, printers, scanners, and other computer peripherals.
• Performed remote troubleshooting using remote desktop tools to resolve user issues efficiently.
• Configured and supported Wi-Fi and local network connectivity, ensuring reliable network access for end users.
• Customized desktop and application settings to meet user and business requirements.
• Escalated complex technical issues to higher-level support teams while maintaining accurate documentation of troubleshooting steps.
• Logged, tracked, and updated incidents and service requests in the IT service management (ITSM) system.
• Verified issue resolution through follow-ups to ensure customer satisfaction and system functionality.
• Implemented security best practices by assisting with antivirus installation, updates, and endpoint security compliance.
• Created and maintained technical documentation, knowledge base articles, and user guides for common support procedures.
• Collaborated with cross-functional IT teams to resolve infrastructure, networking, and application-related issues.
• Monitored recurring issues and provided feedback for process improvements and product enhancements.
• Delivered clear, step-by-step technical guidance to users with varying levels of technical expertise.
• Maintained service level agreement (SLA) compliance by prioritizing and resolving support requests within defined timelines.
• Supported Mac hardware troubleshooting, including device setup, diagnostics, and peripheral configuration.
• Ensured a high level of customer satisfaction through professional communication, timely issue resolution, and proactive support.

Preferred candidate profile

• Cisco Meraki switching and wireless infrastructure.
• Fortinet firewall administration.
• Multi-ISP Internet connectivity.
• MPLS, SD-WAN, or leased line environments.
• Network security implementation.
• Google Workspace or Microsoft 365 networking.
• VPN and remote user support.