IT Support Engineer / Helpdesk Engineer

Key Responsibilities Provide Level 1 / Level 2 IT support via phone, email, chat, and ticketing systems. Diagnose and resolve issues related to desktops, laptops, printers, operating systems, applications, and network connectivity. Log, track, and update incidents and service requests in the ITSM/ticketing tool. Escalate unresolved or complex issues to the appropriate support teams within SLA timelines. Support user account management activities including password resets, access provisioning, and email configuration. Perform basic troubleshooting for Microsoft Windows, Office 365, VPN, Outlook, and collaboration tools. Coordinate with infrastructure, application, and vendor teams for issue resolution. Maintain accurate documentation of troubleshooting steps, solutions, and standard operating procedures. Monitor recurring incidents and suggest process improvements to enhance service quality. Ensure adherence to ITIL processes, security policies, and compliance standards.