Headline

Technical Support Engineer | L2 Support | Linux | AWS | NOC | Troubleshooting | Jira | ServiceNow

About

Technical Support Engineer with 5+ years of experience in L2 technical support, incident troubleshooting, escalation management, and SLA-driven operations. Experienced in supporting enterprise users and resolving hardware, operating system, application, access, and system-related issues in high-volume support environments. Hands-on experience with Linux administration (Ubuntu, CentOS), AWS (EC2, IAM, S3, CloudWatch, RDS), system monitoring, shell scripting, Git, Jenkins, Jira, and ServiceNow. My infrastructure-focused hands-on practice includes Linux troubleshooting, process and service management, log analysis, permissions, networking, disk management, AWS infrastructure, and CI/CD workflows. Currently targeting Technical Support Engineer, NOC Engineer, and Linux Administrator opportunities where I can apply my production support experience while continuing to build expertise in infrastructure and cloud technologies. Core Skills: Linux | AWS | Troubleshooting | Incident Management | NOC | Shell Scripting | Jira | ServiceNow | Grafana | Prometheus | Jenkins | Git | SQL

Location

Bengaluru

AI stack

claude code

elevenlabs

gemini

github copilot

grok

hugging face

Work experience

Help Desk Engineer at NTT DATA, Jun 2025 - Nov 2025 · 6 mos, Bengaluru, Karnataka, India, ● Delivered technical support to Thermo Fisher's internal workforce, resolving application errors, password/account access issues, and system-level incidents. ● Managed end-to-end incident lifecycle using Jira and ServiceNow, from ticket intake through resolution and closure documentation. ● Troubleshot application and access-related issues, coordinating with internal IT teams to restore service and minimize downtime. ● Maintained clear, professional communication with end users throughout the incident resolution process, ensuring high customer satisfaction. ● Performed account unlocks, password resets, and access provisioning in line with internal security and compliance procedures.

Technical Support Engineer at Concentrix, May 2020 - May 2025 · 5 yrs 1 mo, Bangalore Urban, Karnataka, India, ● Provided L2 escalation support to L1 teams for internal Lenovo employees, resolving complex hardware, operating system, and system-related issues within SLA. ● Diagnosed hardware failures, driver conflicts, BIOS/firmware issues, and system performance problems. ● Managed and resolved 20-40 tickets daily using Jira and ServiceNow, documenting troubleshooting steps, root cause, and resolution. ● Served as a technical escalation point for L1 engineers and provided guidance on troubleshooting and escalation procedures. ● Collaborated with cross-functional teams to investigate recurring technical issues and implement preventive solutions. ● Maintained SLA compliance across high-volume ticket queues while meeting quality and customer-service targets. ● Created and maintained knowledge base documentation to standardize troubleshooting procedures.

Education

Bachelor of Science, Utkal University