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IT Support Engineer – L1/L2
Sia
Mumbai, IND
Full-time
Mid · 2+ years experience
Hybrid
Discovered 3 weeks ago
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Operational Support
Provide Level 1 and Level 2 support to end users via ticketing system, phone, Teams, or on-site.
Diagnose and resolve hardware, software, and network-related incidents.
Manage user requests including account creation, access rights, and software installation.
Escalate complex issues to higher support levels when necessary.
Ensure proper documentation of incidents and resolutions.
User Support & Experience
Assist users with day-to-day IT issues, ensuring a high level of customer satisfaction.
Provide support to VIP users when required, maintaining professionalism and responsiveness.
Guide users in best practices and usage of IT tools.
Device & Environment Management
Prepare, configure, and deploy workstations (Windows / Mac).
Manage IT equipment lifecycle (installation, maintenance, replacement).
Support mobile device management solutions (Intune, Kandji).
Ensure proper inventory and asset tracking.
Process & Knowledge Management
Document procedures and contribute to the knowledge base.
Follow ITSM best practices and ensure SLA compliance.
Suggest improvements to enhance support efficiency and user experience.
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