Technical Support Engineer (Enterprise IT)

About the role

We are looking for a Technical Support Engineer to deliver comprehensive Level 1, Level 2 and Level 3 support for enterprise applications, end‑user systems and IT services. The role involves incident management, troubleshooting, and ensuring a high‑quality user experience across both remote and on‑site environments.

Key responsibilities

• Provide L1, L2 and L3 technical support for enterprise applications, hardware, software and end‑user systems.
• Diagnose, troubleshoot and resolve technical issues via remote and on‑site assistance.
• Manage incidents, service requests and problem tickets using enterprise ITSM platforms.
• Escalate complex issues to appropriate technical teams while meeting SLA targets.
• Monitor support queues, perform root‑cause analysis and propose preventive solutions.
• Install, configure and support desktop applications, operating systems and enterprise software.
• Document incidents, troubleshooting steps and create knowledge‑base articles.
• Collaborate with infrastructure, application, security and operations teams to resolve issues.
• Provide end‑user training and technical guidance as needed.

Required profile

• 0–8 years of experience in technical support, help desk or IT operations.
• Hands‑on experience with ServiceNow, Zendesk or Jira for incident and service request management.
• Strong knowledge of Windows operating systems and desktop troubleshooting.
• Excellent analytical, problem‑solving and communication skills.
• Bachelor’s degree or diploma in Computer Science, IT or a related field.

Required skills

• ServiceNow
• Zendesk
• Jira
• Microsoft Office and end‑user productivity tools
• Windows OS troubleshooting
• Active Directory / Microsoft Entra ID (Azure AD)
• Microsoft 365 administration
• TeamViewer, AnyDesk, Microsoft Remote Desktop
• TCP/IP, DNS, DHCP, VPN concepts
• ITIL processes
• Basic PowerShell or scripting