Requirement Details Primary Location: Noida , Chennai Position Overview (Job Summary): Support Engineer will handle escalated technical issues primarily through voice-based international support. The role involves managing high-volume inbound calls, resolving incidents within defined SLAs, troubleshooting Outlook, VPN, Citrix, and VDI issues, and providing advanced support across MS Office/Office 365. The position requires strong technical, communication, and customer service skills while working in 24x7 rotational shifts. Primary Skills: • Experience in International Voice Support / Service Desk (Voice-based) • Proficiency in ticketing tools (preferably ServiceNow) • Strong troubleshooting skills in: • Outlook • VPN • Citrix • VDI • Advanced knowledge of MS Office and Office 365 • Incident management & SLA adherence Secondary Skills: • Basic network troubleshooting • Remote desktop support • User account management • Knowledge of PC-based software configuration • Experience handling multi-channel support (phone, email, chat) Experience: 1-3 Years Role and Responsibilities A. Key Responsibilities: • Manage and resolve escalated calls from L1 support • Handle approx. 90% inbound user calls daily • Troubleshoot and resolve technical issues through user interaction, log analysis, and research • Provide Level 1 remote desktop support • Manage user accounts and escalate complex issues to relevant teams • Resolve Outlook, VPN, Citrix, and VDI-related incidents • Ensure all incidents are handled within SLA timelines • Assign tickets to appropriate resolver teams and follow up until closure • Respond to queries via phone, email, IM, and ticketing tools • Maintain accurate logs and compliance standards • Drive CSAT through effective resolutions and reduced AHT/reopen rates B. Additional Responsibilities: • Assist in user training or documentation of training procedures • Evaluate and configure PC-based applications (Word, Excel, email clients, etc.) • Troubleshoot client-side software issues and basic connectivity problems • Follow escalation protocols and queue management best practices • Adhere to quality standards (voice, accent, technical monitoring) and company policies Educational Qualification: Any Graduation