System Support Engineer

Work Location : Vadodara (Work from Office) Shift : US/Night Shift Role Overview We are hiring a System Support Engineer to provide L1 and L2 end-user support for corporate users. The role handles day-to-day desktop, laptop, identity, Microsoft 365, and related access issues; ensures timely ticket resolution under SLA; and escalates complex problems to System Administrators / L3 teams. This is an onsite role in Vadodara on US Shift only. Key Responsibilities L1 End-User Support Act as first point of contact for end-user IT issues via phone, chat, email, and ticketing tools. Handle password resets, account unlocks, MFA prompts, basic access requests, and user onboarding/offboarding checklist items. Troubleshoot Windows desktop/laptop issues (OS, performance, printers, peripherals, Wi-Fi, VPN connectivity). Support Microsoft Office / Microsoft 365 apps (Outlook, Teams, OneDrive, Word, Excel, PowerPoint) for common user issues. Perform basic hardware diagnostics and coordinate device swap/repair with vendors or asset team. Log all incidents accurately; follow scripts/runbooks; maintain professional user communication. L2 End-User Support Resolve escalated L1 tickets involving Active Directory/Entra ID basics, mailbox issues, Teams/SharePoint access, profile corruption, and application faults. Troubleshoot VPN, proxy, certificate, and endpoint compliance issues (as per process). Support software installation/packaging requests through approved channels; remediate failed installs. Investigate recurring incidents; contribute to problem tickets and knowledge-base articles. Coordinate with System Administrators for L3 escalations (M365 tenant issues, server/identity deep-dives, VMware-backed desktop issues). Participate in major-incident bridge as L1/L2 support resource during US business hours. Service Delivery & Operations Meet or exceed defined SLAs/OLAs for response and resolution. Maintain asset accuracy for assigned devices and accessories. Follow change, security, and access-request procedures; never grant unauthorized access. Update tickets with clear notes, next actions, and resolution codes. Support US-shift handovers with concise shift reports (open Sev tickets, pending approvals, risk items). Contribute to continuous improvement of runbooks and FAQs. Required Skills & Experience 5-7 years of hands-on L1/L2 end-user / desktop / IT support experience. Strong troubleshooting skills on Windows 10/11 endpoints. Working knowledge of Active Directory / Entra ID basics (users, groups, password/MFA issues). Hands-on support experience with Microsoft 365 (Outlook, Teams, OneDrive, Office apps). Familiarity with ticketing tools (ServiceNow / Jira / Freshservice / similar). Basic networking knowledge (DNS, DHCP, VPN, Wi-Fi, IP connectivity checks). Good written and spoken English for US-user communication. Ability to work US Shift only, onsite in Vadodara. Preferred / Nice to Have CompTIA A+, ITIL Foundation, or Microsoft support-related certifications. Exposure to Intune / endpoint management, BitLocker, and antivirus consoles. Experience supporting remote/global users in captive / GCC / BPO / offshore models. Basic PowerShell awareness for repetitive support tasks. Printer/MFP fleet support and conference-room device support experience. Education Diploma / Bachelor's degree in IT, Computer Science, Electronics, or equivalent practical experience. Soft Skills Patient, customer-first communication. Clear ticket documentation and ownership until closure or clean escalation. Ability to multitask under SLA pressure during US business hours. Team player with willingness to learn and follow standard operating procedures.