Information Technology Technical Support

We are looking for L1 Support Engineer who act as the primary escalation point and resolves advanced technical incidents related to user access rights, business applications, network connectivity, and end-user devices . This role ensures high-quality service delivery by owning escalated tickets, performing in-depth troubleshooting, and ensuring timely resolution in line with SLAs.

Key Responsibilities

• Act as a L1 escalation contact for all technical incidents unresolved by L1 (access, application, network, and device-related).
• Troubleshoot and resolve Active Directory/user account access issues, application errors, VPN/Wi-Fi/Network issues, and desktop/laptop hardware or OS incidents.
• Handle permissions, group access, mailbox rights, shared folder access, and related escalation requests.
• Ensure accurate ticket documentation, SLA compliance, and end-to-end case ownership.
• Communicate effectively with users and ensure clear resolution follow-up until closure.
• Contribute to knowledge base articles, standard troubleshooting flows, and escalation guidelines.

Technical Skillset

• 3-6 plus years in Service Desk / Technical Support with escalation handling experience.
• Good understanding of user access management, Active Directory, MFA, and permission structures.
• Good experience in troubleshooting Windows/Mac OS, enterprise applications (Outlook, Office 365, VPN clients), and device configurations.
• Additional certifications like CompTIA A+, Network+, MCP, or equivalent are an advantage.
• Working knowledge of network fundamentals (DNS, DHCP, VPN, LAN/Wi-Fi troubleshooting).
• Note: On-site ( Bengaluru office) opportunity, no remote work allowed for the role.