Skills

• IT Support Engineer (L1/L2)

   

  Location: Chandigarh, India (On-site)
  Experience: 2–5 Years
  Employment Type: Full-Time

  About Cogniter Technologies

   

  Cogniter Technologies is seeking a proactive and customer-focused IT Support Engineer (L1/L2) to join our growing IT team. The ideal candidate will be responsible for ensuring the smooth operation of end-user systems, devices, applications, and IT services by delivering timely technical support and effective issue resolution.

  This role offers an excellent opportunity to work with modern IT infrastructure, support enterprise technologies, and contribute to a high-performing service-oriented environment.

  Key Responsibilities

  Level 1 (L1) Support

   

  • Respond to user support requests through phone, email, chat, and ticketing systems within established service levels.

  • Perform first-level troubleshooting and strive for first-contact resolution following standard operating procedures.

  • Resolve common IT issues related to user accounts, password resets, printers, software installations, configurations, updates, network connectivity, and VPN access.

  • Accurately document incidents, troubleshooting steps, and resolutions within the ticketing system.

  • Escalate unresolved or complex issues to Level 2 support with complete diagnostic information and proper documentation.

  • Assist users with routine IT-related tasks while promoting security and technology best practices.

  Level 2 (L2) Support

   

  • Manage and resolve escalated technical issues requiring advanced troubleshooting and root-cause analysis.

  • Diagnose and resolve hardware, software, operating system, application, and network-related problems.

  • Collaborate with infrastructure, security, and third-party vendor teams to address complex technical challenges.

  • Monitor recurring incidents and recommend improvements to systems, processes, and support procedures.

  • Participate in system maintenance, upgrades, patch management, and technology enhancement initiatives.

  • Contribute to knowledge base documentation and process improvement efforts.

  Required Qualifications

  Experience

   

  • 2–5 years of experience in IT Support, Service Desk, Helpdesk, Desktop Support, or Technical Support roles.

  Technical Skills

   

  • Strong knowledge of Windows 10/11 and macOS operating systems.

  • Experience supporting Microsoft 365 and/or Google Workspace environments.

  • Familiarity with ticketing platforms such as Jira Service Management, Zendesk, Freshservice, ServiceNow, or similar tools.

  • Good understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and LAN/WAN concepts.

  • Experience with user account management, endpoint support, software deployment, and system troubleshooting.

  • Basic knowledge of IT security principles and endpoint protection solutions.

  Soft Skills

   

  • Excellent verbal and written communication skills.

  • Strong customer service orientation and problem-solving abilities.

  • Ability to prioritize workload and manage multiple support requests efficiently.

  • Strong organizational, documentation, and time-management skills.

  • Ability to work independently as well as collaboratively within a team environment.

  Preferred Qualifications

   

  • Certifications such as CompTIA A+, Google IT Support Professional Certificate, Microsoft Certified Fundamentals, or equivalent.

  • Experience with remote support tools, endpoint management platforms, and device provisioning.

  • Familiarity with IT asset management, IT service management (ITSM) processes, and security best practices.

  • Exposure to cloud-based environments and modern workplace technologies will be an added advantage.

  Why Join Cogniter Technologies?

   

  • Opportunity to work with modern IT infrastructure and enterprise technologies.

  • Exposure to diverse technical challenges and real-world support environments.

  • Collaborative, supportive, and learning-focused workplace culture.

  • Continuous professional development and certification support opportunities.

  • Career growth prospects within a rapidly growing technology organization.

  Apply Now

   

  Interested candidates can share their updated resume at hr@cogniter.com.

  Subject Line: Application for IT Support Engineer (L1/L2)