Job Description

Experience

Role & responsibilities

  • Experience as an L1 Support Engineer or Help Desk Engineer is required

Role & Responsibilities

  • Act as the first point of contact for end-customer IT support
  • Handle and resolve L1 support tickets through ServiceNow or similar ticketing tools
  • Provide support for common issues such as:
    • Password resets
    • VPN connectivity issues
    • Citrix / VDI access issues
    • Adding users to applications, Azure DevOps, or Active Directory
    • Basic network connectivity issues
    • Printer and peripheral issues
  • Provide technical support for:
    • Windows and Mac OS
    • M365 / MS Office applications
  • Escalate unresolved issues to L2/L3 teams with proper documentation
  • Ensure timely resolution and maintain high customer satisfaction
Technical Skills (Basic to Working Knowle...

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