Appointed as a technical support Engineer for Arise Virtual Solutions Support.- Responsible to provide technical assistance to international clients in US, Canada and UK.- Configuring and Managing Active Directory for Arise VPN and Carnival Citrix.- Providing technical support to the employees who works for client companies (Intuit, Disney, Agero, Carnival and more than 28 clients)-Responsible to handle multiple issues at the same time.- Remotely troubleshoots VPN, Citrix and VMware issues.- Configuration and troubleshooting of client tools such as Avaya One-X, Interaction Client, Softphone,Avaya Ip phone, Salesforce etc (Differs for each Client as multiple tools are being used by each client). - Handles and resolves technical queries; identifies and escalates accordingly.- Receive, log and manage tickets in ITSM in ITSM ticketing system (ServiceNow)- Escalates necessary cases to the right level within the defined LOB (Line of Business)