Support Engineer

2 days ago

Ahmedabad, Gujarat, India NextHire (Part of Algotale Group) Full time US$ 90,000 - US$ 1,20,000 per year

Role - L1 Support Engineer

Location:
[On-site]

Job Type:
Full-time

Experience:
3–5 years

Education:
Bachelor's degree in computer science, Information Technology, or a related field (or equivalent)

Shift:
Rotational (Night Shift)

Role Overview

As an experienced L1 Support Engineer, you will be the first point of contact for technical support, ensuring the smooth operation of IT systems and services. You will handle a wide range of support tasks, from basic troubleshooting to proactive monitoring, while collaborating with L2 and L3 teams for escalations. You will also leverage AI-powered copilots and automation tools to enhance support efficiency and client satisfaction

Key Responsibilities

Ticket Management & Client Support

Respond to and resolve client tickets using ConnectWise RMM and other support platforms.· Accurately document incidents, troubleshooting steps, and resolutions in the ticketing sys

tem.· Escalate unresolved or complex issues to L2/L3 teams with detailed context and l
ogs.

User Support & Lifecycle Management

Assist with onboarding and offboarding processes, including user account setup and deactivation.· Provide basic support for Microsoft 365 and Google Workspace environ
ments

Microsoft Azure & Entra ID S
upport· Perform basic Azure tasks such as:· Managing virtual ma

chines· Monitoring storage ac

counts· Supporting Azure Virtual Desktop (AVD) sessions· Assisting with user access and permissions in Microsoft En
tra ID Microsoft 365 S
upport· Perform basic tasks such as:· Managing users and groups· Provisioning of shared mailbox, distribution list· Mail flow
rules

Windows OS & Desktop

Support· Troubleshoot Windows login issues, profile corruption, and performance problems.· Install and update patches, manage local user accounts, and map network
drives.

Network & Connectivity Trouble

shooting· Perform basic LAN/Wi-Fi troubleshooting, including IP configuration and DNS resolution.· Monitor network alerts and escalate critical issues to L2 / L3 en
gineers.

Infrastructure & System M
onitoring· Monitor infrastructure health using 24x7 and escalate critical alerts.· Perform routine maintenance and basic troubleshooting for:· Printers, email, and VoIP systems (e.g., 8x8, Nextiva)· Antivirus and EDR platforms (e.g., SentinelOne, CrowdStrike Falcon)· Backup systems (e.g., Datto for M365/Google Workspace, MSP360 for servers/desktops)· Web hosting platforms (e.g.
, Kinsta)

Security & Awarene
ss Support· Support email security configurations and spam filtering using Proofpoint.· Assist in phishing simulations and security awareness training usin
g KnowBe4.

Provide basic support for VMware en
vironments:· Monitor virtual machines and report performance issues.· Escalate complex virtualization problems to higher-
tier teams.

Tools and Platform Awareness

  • Cloud Platforms
    : Microsoft Azure, AWS (preferred).
  • Productivity Suites:
    Microsoft 365, Google Workspace
  • OS & Virtualization:
    Windows Server, Linux (preferred), VMware/Hyper-V.
  • Storage
    : SAN, NAS.
  • Networking:
    Basic knowledge of TCP/IP, DNS, DHCP, VPN, VLANs, firewalls.
  • Email Security:
    Proofpoint.
  • EDR:
    Sentinelone / CrowdStrike.
  • Automation & AI:
    PowerShell, AI copilots, Power Automate.
  • Backup & DR:
    Datto, MSP360, Veeam.
  • Monitoring & Management:
    ConnectWise RMM, Site24x7
  • Ticketing Tool:
    ConnectWise PSA
  • Web Hosting:
    Kinsta
  • Phishing Simulation & Training:
    KnowBe4
  • VOIP:
    8x8, Nextiva

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