Technical Support Engineer
Datamatics Technologies
0–8 years of experience
Job description
Role Summary We 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 Responsibilities
- Provide L1, L2, and L3 technical support for enterprise applications, hardware, software, and end-user systems.
- Diagnose, troubleshoot, and resolve technical issues through remote and on-site support.
- Manage incidents, service requests, and problem tickets using enterprise ITSM platforms.
- Escalate complex issues to appropriate technical teams while ensuring timely resolution.
- Monitor support queues and ensure adherence to Service Level Agreements (SLAs).
- Perform root cause analysis and recommend preventive solutions for recurring issues.
- Install, configure, and support desktop applications, operating systems, and enterprise software.
- Document incidents, troubleshooting steps, and knowledge base articles.
- Collaborate with infrastructure, application, security, and operations teams to resolve technical issues.
- Provide end-user training and technical guidance when required.
Must-Have Skills
- Experience providing L1 OR L2 OR L3 Technical Support .
- Hands-on experience with ServiceNow OR Zendesk OR Jira for incident and service request management.
- Proficiency in Microsoft Office and end-user productivity tools.
- Strong understanding of Windows operating systems and desktop troubleshooting.
- Knowledge of hardware, software, networking, and system troubleshooting.
- Experience with incident management, ticket lifecycle management, and SLA compliance.
- Excellent analytical, troubleshooting, and problem-solving skills.
- Strong verbal and written communication skills with a customer-focused approach.
Good to Have
Experience with Active Directory OR Microsoft Entra ID (Azure AD) .
Knowledge of Microsoft 365 administration and support.
Experience with remote support tools such as TeamViewer, AnyDesk, or Microsoft Remote Desktop .
Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN).
Familiarity with ITIL processes and service management best practices.
Basic PowerShell or scripting knowledge for automation.
ITIL Foundation, Microsoft, or CompTIA certifications.
Experience providing L1 OR L2 OR L3 Technical Support .
Hands-on experience with ServiceNow OR Zendesk OR Jira for incident and service request management.
Proficiency in Microsoft Office and end-user productivity tools.
Strong understanding of Windows operating systems and desktop troubleshooting.
Knowledge of hardware, software, networking, and system troubleshooting.
Experience with incident management, ticket lifecycle management, and SLA compliance.
Excellent analytical, troubleshooting, and problem-solving skills.
Strong verbal and written communication skills with a customer-focused approach.
Experience with Active Directory OR Microsoft Entra ID (Azure AD) .
Knowledge of Microsoft 365 administration and support.
Experience with remote support tools such as TeamViewer, AnyDesk, or Microsoft Remote Desktop .
Basic knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN).
Familiarity with ITIL processes and service management best practices.
Basic PowerShell or scripting knowledge for automation.
ITIL Foundation, Microsoft, or CompTIA certifications.
Bachelor's degree or Diploma in Computer Science, Information Technology, Information Systems, or a related field.
0 8 years of experience in Technical Support, IT Help Desk, Service Desk, Desktop Support, or IT Operations.