System Support Engineer

Work Location : Vadodara (Work from Office)

Shift : US/Night Shift

Role Overview

We are hiring a System Support Engineer to provide L1 and L2 end-user support for corporate users. The role handles day-to-day desktop, laptop, identity, Microsoft 365, and related access issues; ensures timely ticket resolution under SLA; and escalates complex problems to System Administrators / L3 teams. This is an onsite role in Vadodara on US Shift only.

Key Responsibilities

L1 End-User Support

• Act as first point of contact for end-user IT issues via phone, chat, email, and ticketing tools.
• Handle password resets, account unlocks, MFA prompts, basic access requests, and user onboarding/offboarding checklist items.
• Troubleshoot Windows desktop/laptop issues (OS, performance, printers, peripherals, Wi-Fi, VPN connectivity).
• Support Microsoft Office / Microsoft 365 apps (Outlook, Teams, OneDrive, Word, Excel, PowerPoint) for common user issues.
• Perform basic hardware diagnostics and coordinate device swap/repair with vendors or asset team.
• Log all incidents accurately; follow scripts/runbooks; maintain professional user communication.

L2 End-User Support

• Resolve escalated L1 tickets involving Active Directory/Entra ID basics, mailbox issues, Teams/SharePoint access, profile corruption, and application faults.
• Troubleshoot VPN, proxy, certificate, and endpoint compliance issues (as per process).
• Support software installation/packaging requests through approved channels; remediate failed installs.
• Investigate recurring incidents; contribute to problem tickets and knowledge-base articles.
• Coordinate with System Administrators for L3 escalations (M365 tenant issues, server/identity deep-dives, VMware-backed desktop issues).
• Participate in major-incident bridge as L1/L2 support resource during US business hours.

Service Delivery & Operations

• Meet or exceed defined SLAs/OLAs for response and resolution.
• Maintain asset accuracy for assigned devices and accessories.
• Follow change, security, and access-request procedures; never grant unauthorized access.
• Update tickets with clear notes, next actions, and resolution codes.
• Support US-shift handovers with concise shift reports (open Sev tickets, pending approvals, risk items).
• Contribute to continuous improvement of runbooks and FAQs.

Required Skills & Experience

• 5-7 years of hands-on L1/L2 end-user / desktop / IT support experience.
• Strong troubleshooting skills on Windows 10/11 endpoints.
• Working knowledge of Active Directory / Entra ID basics (users, groups, password/MFA issues).
• Hands-on support experience with Microsoft 365 (Outlook, Teams, OneDrive, Office apps).
• Familiarity with ticketing tools (ServiceNow / Jira / Freshservice / similar).
• Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi, IP connectivity checks).
• Good written and spoken English for US-user communication.
• Ability to work US Shift only, onsite in Vadodara.

Preferred / Nice to Have

• CompTIA A+, ITIL Foundation, or Microsoft support-related certifications.
• Exposure to Intune / endpoint management, BitLocker, and antivirus consoles.
• Experience supporting remote/global users in captive / GCC / BPO / offshore models.
• Basic PowerShell awareness for repetitive support tasks.
• Printer/MFP fleet support and conference-room device support experience.

Education

Diploma / Bachelor's degree in IT, Computer Science, Electronics, or equivalent practical experience.

Soft Skills

• Patient, customer-first communication.
• Clear ticket documentation and ownership until closure or clean escalation.
• Ability to multitask under SLA pressure during US business hours.
• Team player with willingness to learn and follow standard operating procedures.