Sr IT support Engineer Job in Neurealm Private Limited at Gurugram

Incident & Service Request Management

• Serve as the second level of technical support for incidents and service requests escalated from L1 teams.

• Log, categorize, prioritize, and track all IT-related tickets (incidents, service requests, events) in the ITSM tool, ensuring accurate work notes and status updates.

• Ensure all support is delivered within defined SLA and OLA requirements; analyze SLA breaches to prevent future occurrences.

• Provide support via various channels including phone, email, chat, and remote assistance tools.

2. Technical Troubleshooting & Administration

• Operating Systems & Applications: Advanced troubleshooting of Windows 10/11 OS, software installation/configuration, and issues related to the Microsoft Office 365 suite (Outlook, Teams, OneDrive, SharePoint, Excel).

• Infrastructure & Networking: Basic to intermediate network troubleshooting, including LAN/WAN, Wi-Fi connectivity, DNS, DHCP, VPN configurations, and network printer installation.

• Identity & Access Management: Administer Active Directory (user account creation, password resets, account unlocking, group policy/GPO, and permission management).

• Endpoint Management: Utilize tools like SCCM, Microsoft Intune, or equivalent to manage software deployment, patches, and system updates.

3. Problem Management & Documentation

• Perform Root Cause Analysis (RCA) for recurring network or system incidents and implement permanent corrective actions.

• Maintain and update technical knowledge bases (KB), standard operating procedures (SOPs), and troubleshooting guides.

• Generate operational reports (availability, incident trends, SLA compliance) for management reviews.

4. Collaboration & Governance

• Coordinate with L3, architecture, vendor teams, or ISP carriers for complex hardware or connectivity-related issues.

• Provide training and technical guidance to L1 staff regarding new technologies or complex resolution steps.

• Handle high-priority issues, including VIP user support, with a professional, customer-focused mindset.

Required Technical Skills

• Experience: Minimum 3+ years in IT desktop/service desk support.

• Platform Proficiency: Strong command of Windows OS, Microsoft 365 (Admin level preferred), and VPN/Remote support tools (e.g., TeamViewer, RDP, Bomgar).

• ITSM Tools: Hands-on experience with ServiceNow, Jira, or similar enterprise ticketing systems.

• Directory Services: Solid understanding of Active Directory and Group Policy (GPO).