Spoorti Isloor
Technical Support Engineer
Bangalore
Summary
Detail-oriented Technical Support Engineer with 2 years of hands-on experience in L1/L2 technical troubleshooting, international voice support, O365, VPN, Networking, and Compliance Remediation. Skilled in resolving complex user issues through remote support, incident analysis, and system configuration. Experienced in managing compliance posture for enterprise devices and providing efficient solutions to enhance performance and security. Strong ability to communicate with global clients, handle escalations, and deliver high-quality customer service while meeting strict SLAs.
Overview
2
2
years of professional experience
Work History
Technical Support Engineer – Level 2
Accenture
01.2024 - Current
- Delivered advanced troubleshooting and support for Windows PCs, MS Office, OneDrive, SharePoint, and Active Directory, ensuring seamless application performance and high user satisfaction.
- Managed incidents and escalations using ServiceNow and Genesys, consistently maintaining 95%+ SLA compliance.
- Provided comprehensive support for desktops and laptops, resolving network issues related to TCP/IP, DNS, DHCP, and VPN, resulting in reduced downtime for users..
- Maintained accurate technical documentation, identified recurring issues, and contributed to process improvements that reduced average resolution time by 12%.
- Remediated non-compliant devices by resolving encryption failures, policy sync issues, firewall/antivirus blocks, and conditional access restrictions.
- Created troubleshooting guides and standardized processes for L1 teams, reducing repeat escalations by 15%, and improving first-contact resolution.
- Strengthened communication and support workflows, ensuring consistent service quality across teams.
- Supported Active Directory tasks, including account unlocks, password resets, and access permission corrections.
Education
Bachelor of Engineering - Information Science & Engineering
Bapuji Institute of Engineering And Technology(VTU)
Karnataka06-2023
Skills
- O365 & Collaboration Tools: Outlook, OneDrive, Teams, SharePoint, Exchange Admin, Mailbox & Permission Management
- Device Management & Compliance: Microsoft Intune, Compliance Policies, Conditional Access, MFA/Authenticator Support
- Networking & Connectivity: VPN Troubleshooting, DNS/DHCP, TCP/IP, Performance Analysis
- System & User Support: Windows OS, Active Directory, Group Policy, User Provisioning & Access Management
- ITSM & Support Tools: ServiceNow, Genesys, Remote Desktop Tools
- Technical Troubleshooting: Application Performance Issues, Sync Errors, Authentication Failures, Device Configuration Fixes
- Programming & Automation: Python ,SQL
- Soft Skills: Communication, International Client Handling, SLA Management, Escalation Management
Accomplishments
- Resolved compliance issues (encryption, firewall, antivirus, conditional access) and restored device access for users.
- Provided L2 support for Outlook, OneDrive, SharePoint, Teams, and MFA/authenticator login problems.
- Troubleshot VPN , DNS/DHCP issues, and network connectivity problems for global users.
- Fixed O365 issues including mailbox access errors, sync failures, and performance slowdowns.
- Created quick-resolution steps for L1, reducing repeated O365 and compliance tickets.
- Improved ServiceNow ticket quality with clear documentation, root-cause details, and SLA adherence.
- Supported AD tasks including account unlocks, password resets, and group access corrections.
Timeline
Technical Support Engineer – Level 2
Accenture
01.2024 - Current
Bachelor of Engineering - Information Science & Engineering
Bapuji Institute of Engineering And Technology(VTU)