IT Support Engineer/ (Noida)

As an IT Support Engineer at our company, you will play a crucial role in providing advanced technical support, troubleshooting complex issues, and ensuring the smooth operation of IT systems and services. You will act as an escalation point from L1 support and collaborate closely with infrastructure, security, and application teams to resolve incidents and implement long-term solutions. **Key Responsibilities:** - Provide second-level technical support for desktops, laptops, printers, and mobile devices - Troubleshoot issues related to Windows/Mac OS, MS Office, and standard enterprise applications - Handle incidents and service requests escalated from L1 support within defined SLAs - Perform user account management in Active Directory, Entra ID, Intune (user creation, password resets, group policies) - Support email systems (Outlook, Exchange/O365) - Assist with VPN, network connectivity, and Wi-Fi issues - Document incidents, resolutions, and procedures in the ticketing system *For L3 Support:* - Act as the final escalation point for complex and critical IT issues - Diagnose and resolve advanced OS, application, network, and hardware issues - Manage and support servers, virtualization platforms, and cloud services (AWS/Azure/O365) - Handle patch management, system upgrades, and performance tuning - Collaborate with vendors and internal teams for root cause analysis and permanent fixes - Design, implement, and maintain IT processes, standards, and documentation - Provide guidance and mentoring to L1/L2 support teams **Technical Skills & Requirements:** - Strong knowledge of Windows and/or Linux operating systems - Experience with Active Directory, Entra, Intune, Group Policy, DNS, DHCP - Hands-on experience with Microsoft 365 / Exchange - Understanding of networking concepts (TCP/IP, LAN/WAN, VPN, firewalls) - Experience with virtualization (VMware, Hyper-V) and/or cloud platforms - Familiarity with ITSM tools (ServiceNow, Jira, Freshservice, etc.) - Basic understanding of IT security best practices **Qualifications:** - Bachelors degree in Computer Science, IT, or a related field (or equivalent experience) - 36 years of experience - Relevant certifications are a plus (ITIL, Microsoft, Cisco, CompTIA, etc.) **Soft Skills:** - Strong analytical and problem-solving skills - Excellent communication and documentation skills - Ability to work independently and as part of a team - Customer-focused mindset with robust time management skills You should be prepared to work in shift schedules, provide on-call support, and have weekend availability. Your role may involve handling high-priority incidents and working under pressure. Think global. Think BIG. As an IT Support Engineer at our company, you will play a crucial role in providing advanced technical support, troubleshooting complex issues, and ensuring the smooth operation of IT systems and services. You will act as an escalation point from L1 support and collaborate closely with infrastructure, security, and application teams to resolve incidents and implement long-term solutions. **Key Responsibilities:** - Provide second-level technical support for desktops, laptops, printers, and mobile devices - Troubleshoot issues related to Windows/Mac OS, MS Office, and standard enterprise applications - Handle incidents and service requests escalated from L1 support within defined SLAs - Perform user account management in Active Directory, Entra ID, Intune (user creation, password resets, group policies) - Support email systems (Outlook, Exchange/O365) - Assist with VPN, network connectivity, and Wi-Fi issues - Document incidents, resolutions, and procedures in the ticketing system *For L3 Support:* - Act as the final escalation point for complex and critical IT issues - Diagnose and resolve advanced OS, application, network, and hardware issues - Manage and support servers, virtualization platforms, and cloud services (AWS/Azure/O365) - Handle patch management, system upgrades, and performance tuning - Collaborate with vendors and internal teams for root cause analysis and permanent fixes - Design, implement, and maintain IT processes, standards, and documentation - Provide guidance and mentoring to L1/L2 support teams **Technical Skills & Requirements:** - Strong knowledge of Windows and/or Linux operating systems - Experience with Active Directory, Entra, Intune, Group Policy, DNS, DHCP - Hands-on experience with Microsoft 365 / Exchange - Understanding of networking concepts (TCP/IP, LAN/WAN, VPN, firewalls) - Experience with virtualization (VMware, Hyper-V) and/or cloud platforms - Familiarity with ITSM tools (ServiceNow, Jira, Freshservice, etc.) - Basic understanding of IT security best practices **Qualifications:** - Bachelors degree in Computer Science, IT, or a related field (or equivalent experience) - 36 years of experience - Relevant certifications are a plus (ITIL, Microsoft, Cisco, CompTIA, etc.) **Soft Skills:** - Strong analyt