The RoleAs an L1/L1.5 Technical Support Engineer, you will diagnose and resolve a variety of technical issues while maintaining high levels of customer satisfaction. You will work within the ITIL framework, managing the lifecycle of Incidents and Service Requests.Key ResponsibilitiesOmnichannel Support: Handle inbound calls, chats, and emails, ensuring all issues are logged, categorized, and prioritized in the ITSM tool (ServiceNow/Remedy).Technical Troubleshooting: Resolve issues related to Windows OS, O365, VPN, and Citrix.User Administration: Manage account creations, password resets, and distribution lists via Active Directory and Office 365.Hardware and Mobility: Support and configure desktops, laptops, printers, and mobile devices (iOS/Android).Escalation: Identify complex issues and escalate to appropriate resolver groups while maintaining ownership of the user experience.Technical SkillsetMust-Have: Active Directory, O365, Windows 10/11, VPN troubleshooting, and Citrix.Hardware: Proficiency in supporting laptops, tablets, and peripherals.Mobile: Experience with Mobile Device Management (MDM) and mobile OS.Advantageous: Knowledge of Infrastructure, Exchange, or Server technologies.RequirementsExperience: 4+ years in a Service Desk or Technical Support environment.Education: Any Graduate.Language: Native or C1-level English proficiency (CEFR).Soft Skills: Excellent communication, a natural aptitude for troubleshooting, and experience supporting US/UK-based customers.Fle