Job Details
Skills
Job Title: Remote IT Support Engineer (L1/L2)
Location: Chandigarh, India
Employment Type: Full-TimeAbout the Role
The Remote IT Support Engineer (L1/L2) is responsible for ensuring smooth day-to-day operation of end-user systems and IT services by providing efficient remote technical support. This role requires strong technical fundamentals, excellent communication skills, and a customer-focused mindset to deliver timely resolutions and a high-quality support experience.
Level 1 (L1) Responsibilities
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Respond to user support requests via phone, email, chat, and ticketing systems in a timely manner
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Perform first-level troubleshooting and aim for first-call resolution using standard operating procedures
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Resolve common IT issues, including:
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Password resets and user access management
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Printer and peripheral troubleshooting
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VPN and Wi-Fi connectivity issues
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Software installation, configuration, and updates
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Accurately document incidents, troubleshooting steps, and resolutions in the ticketing system
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Escalate unresolved or complex issues to the L2 support team with clear technical documentation
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Assist end-users with routine IT processes and best practices
Required Qualifications
Experience
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2–5 years of experience in a helpdesk, service desk, or remote IT support role
Technical Skills
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Working knowledge of Windows 10/11 and macOS environments
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Familiarity with Microsoft 365 and/or Google Workspace
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Experience using ticketing systems such as Jira Service Desk, Zendesk, or similar tools
Soft Skills
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Strong verbal and written communication skills
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Customer-centric approach with effective problem-solving abilities
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Ability to stay organized, calm, and efficient in a fast-paced environment
Education & Certifications
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High school diploma or equivalent (required)
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Certifications such as CompTIA A+, ITIL Foundation, or equivalent are an added advantage
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