Support Engineer

Infinite Computer Solutions; Goa; On-site; INR 300,000 - 600,000; Full time

Job summary

Infinite Computer Solutions in Goa, India, seeks a Level 2 IT Support Engineer to handle hardware, software, OS, Microsoft 365, VPN and end-user computing issues.

You will be the primary contact for users via phone, email, chat or ticketing tools, ensuring high customer satisfaction and timely resolutions within SLAs. Strong communication and ITIL knowledge are essential.

Qualifications

• Bachelor's degree is required for this role.
• Experience in Level 2 IT support with ITIL processes preferred.
• Strong communication skills and neutral accent required.

Responsibilities

• Provide Level 2 technical support for hardware, software, OS, Microsoft 365, email, VPN, network connectivity, and end-user computing issues.
• Serve as primary contact for users via phone, email, chat or ticketing tools and ensure high customer satisfaction.
• Diagnose, troubleshoot, and resolve incidents within defined SLAs using remote tools.
• Manage incidents and service requests from logging to resolution and user communication.
• Perform root cause analysis for recurring issues and support problem management initiatives.
• Escalate complex issues to appropriate teams and document resolution workflows.

Skills

Microsoft 365

Windows 10/11

Active Directory/Azure AD

VPN

Networking Fundamentals

ServiceNow/ITSM

ITIL knowledge

Education

Bachelor's degree

Tools

ServiceNow

Remedy

Jira

Job description

Job Description

• Excellent verbal and written communication skills, with a neutral accent and no Mother Tongue Influence (MTI).
• Provide Level 2 technical support for hardware, software, operating systems, Microsoft 365 applications, email, VPN, network connectivity, and end-user computing issues.
• Serve as the primary point of contact for users seeking technical assistance via phone, email, chat, or ticketing tools, ensuring high customer satisfaction.
• Diagnose, troubleshoot, and resolve incidents independently using advanced analytical and remote troubleshooting techniques within defined SLAs.
• Manage incidents and service requests, from logging and categorization through resolution, closure, and user communication.
• Perform root cause analysis for recurring issues, identify trends, and support problem management initiatives to prevent future incidents.
• Escalate complex or unresolved issues to appropriate support teams, ensuring complete documentation and effective coordination until resolution.
• Maintain accurate records in ITSM tools (e.g., ServiceNow, Remedy, Jira), create knowledge articles, and ensure compliance with ITIL processes and organizational standards.
• Drive continuous service improvement by identifying process gaps, recommending enhancements, mentoring L1 engineers,
  

Job Description

• Excellent verbal and written communication skills, with a neutral accent and no Mother Tongue Influence (MTI).
• Provide Level 2 technical support for hardware, software, operating systems, Microsoft 365 applications, email, VPN, network connectivity, and end-user computing issues.
• Serve as the primary point of contact for users seeking technical assistance via phone, email, chat, or ticketing tools, ensuring high customer satisfaction.
• Diagnose, troubleshoot, and resolve incidents independently using advanced analytical and remote troubleshooting techniques within defined SLAs.
• Manage incidents and service requests, from logging and categorization through resolution, closure, and user communication.
• Perform root cause analysis for recurring issues, identify trends, and support problem management initiatives to prevent future incidents.
• Escalate complex or unresolved issues to appropriate support teams, ensuring complete documentation and effective coordination until resolution.
• Maintain accurate records in ITSM tools (e.g., ServiceNow, Remedy, Jira), create knowledge articles, and ensure compliance with ITIL processes and organizational standards.
• Drive continuous service improvement by identifying process gaps, recommending enhancements, mentoring L1 engineers,
  

Preferred Skills: Microsoft 365, Windows 10/11, Active Directory/Azure AD, VPN, Networking Fundamentals (DNS, DHCP, TCP/IP), ServiceNow/ITSM tools, and basic ITIL knowledge.

Qualifications

Bachelor's/Graduation

Range Of Year Experience-Min Year

1

Range Of Year Experience-Max Year

3