Sr. Technical Support Engineer – IT Technical Support

Designation: Sr. Technical Support Engineer/ Technical Support EngineerLocation: Gandhinagar/Ahmedabad Role specific competencies Required:Graduate in any discipline.Expert in Microsoft products / solutions like desktop and server O.S., AD/Domain controller, WSUS, Bit locker, Azure AD, O365.Sound knowledge of Endpoint security, DLP Products, WDS, SCCM.Sound knowledge of windows OS, MS Severs, endpoints hardware and related troubleshooting.At least 5 years + years of total IT experience with minimum 2 years of experience with IT Helpdesk / service desk in resolving technical escalation at level 2 and above profile.Microsoft/O365/Azure Certification.Networking, security certification is an added advantage. ResponsibilitiesServe as L2 escalation point for unresolved IT Service Desk (SD) cases, providing technical solutions and direction.Handle assigned cases from the queue and manage ticket resolution.Act as technical mentor and SME on the floor, guiding engineers and assisting in real-time troubleshooting.Deliver IT SD technical training to new hires and conduct ongoing training for existing staff.Manage vendor relationships for product deployment, upgrades, and escalations.Improve First Contact Resolution by partnering with IT functions and enhancing documentation.Familiar with ITIL, ISO20k, and other ITSM best practices.