Senior Technical Support Engineer

Responsibilities

• Provide Level 1 and Level 2 technical support for end users on hardware, software, and IT-related issues.
• Diagnose and resolve desktop, laptop, printer, peripheral, and connectivity issues.
• Handle incidents, service requests, and problem tickets within agreed SLA and KPI targets.
• Administer and support Microsoft 365 services including Exchange Online, Outlook, Teams, OneDrive, SharePoint Online, and Office applications.
• Administer SCCM/MECM for software deployment, OS deployment, patch management, and inventory management.
• Perform PC imaging, software installation, hardware deployment, and device lifecycle management.
• Coordinate service activities between users, vendors, offshore teams, and internal IT teams.
• Support infrastructure and workplace technology projects.
• Maintain technical documentation and knowledge base articles.
• Provide onsite and remote offsho...