Technical Support Engineer (L2) - Allied Digital Services Ltd.
(2021-10)
Client: Mercedes-Benz India
- Provided L2 technical support for desktops, laptops, printers, and peripherals, ensuring timely resolution of incidents.
- Diagnosed and resolved complex Windows OS, application, and network-related issues
- Installed, configured, and provided support for hardware and software, including OS upgrades, drivers, and enterprise applications.
- Provided end-to-end support for M365 incidents, including performance issues, profile corruption, synchronization failures, and mailbox-related problems
- Troubleshooting and resolution of complex Microsoft 365 issues impacting business-critical users, including VIP users.
- Delivered proactive support by identifying recurring M365 issues and implementing long-term solutions to reduce incident volume.
- Managed Active Directory (AD) operations including user account creation, modification, group policy management, and access control in a domain environment.
- Active directory management, AD-related issues such as login failures, group policy application, and account lockouts to ensure seamless user access
- Managed Microsoft Intune devices, including device enrollment, configuration, compliance policies, and application deployment.
- Troubleshot and resolved Intune-related issues such as device sync failures, policy conflicts, and endpoint security compliance errors.
- Handling VIP users and their calls
- Handling Video conferencing devices and provides support
- Vendor Interaction and follow-up with vendors and central support executives for technical issues
- Handling VIP users, including support for iPads, iPhones, laptops, application and software-related issues.
- Daily tickets monitoring and handling client user (Germany, Malaysia, Russia)
- Managing IT asset inventory of around 900+ assets including desktops, laptops, Printer and others.
- Managing and resolving problems assigned via ticketing tools.
- Diagnose and resolve a wide range of windows applications and networking problems.
- Installation, upgrade, support and troubleshoot for printers, computer hardware and other authorized peripheral equipment.
- Worked with end users to evaluate, streamline and improve current systems, processes and workflow
- Managed shared file access by configuring permissions, access control, Troubleshot and resolved file access issues
- Led and managed a team of support engineers, ensuring timely resolution of technical issues and adherence to SLAs.
- Coordinated task allocation, performance monitoring, and team support to maintain high service quality and operational efficiency.
Desktop Support Engineer - Net Connect / Nityo InfoTech Pvt. Ltd.
(2018-08 - 2021-09)
Client: Mercedes-Benz India
Desktop Support Engineer - Orient Technologies Pvt. Ltd.
(2016-11 - 2018-08)
