Job Details

Skills

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  Job Title: Remote IT Support Engineer (L1/L2)
  Location: Chandigarh, India (Remote/Hybrid as applicable)
  Employment Type: Full-Time

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  Role Overview

   

  We are seeking a reliable and customer-focused Remote IT Support Engineer (L1/L2) to ensure the smooth functioning of end-user systems and IT services. The ideal candidate will provide prompt and efficient remote technical support, demonstrate strong troubleshooting skills, and deliver timely resolutions while maintaining high service quality standards.

  This role requires solid technical expertise, effective communication skills, and the ability to manage support requests in a structured, SLA-driven environment.

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  Key Responsibilities

  Level 1 (L1) Support

   

  • Respond to support requests via phone, email, chat, and ticketing systems within defined SLAs.
  • Perform first-level troubleshooting and aim for first-contact resolution using established SOPs.
  • Resolve common IT issues, including:
    • Password resets and user access management
    • Printer and peripheral troubleshooting
    • VPN and Wi-Fi connectivity issues
    • Software installation, configuration, and updates
  • Accurately document incidents, troubleshooting steps, and resolutions in the ticketing system.
  • Escalate unresolved or complex issues to L2 support with proper documentation.
  • Assist end users with routine IT tasks and promote IT best practices.

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  Level 2 (L2) Support (As Applicable)

   

  • Handle escalated issues requiring advanced troubleshooting.
  • Diagnose system, network, and application-related problems.
  • Coordinate with infrastructure, security, and vendor teams when necessary.
  • Identify recurring issues and suggest process improvements or system enhancements.

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  Required Qualifications

  Experience

   

  • 2–5 years of experience in a helpdesk, service desk, or remote IT support role.

  Technical Skills

   

  • Strong knowledge of Windows 10/11 and macOS environments.
  • Familiarity with Microsoft 365 and/or Google Workspace.
  • Experience with ticketing tools such as Jira Service Desk, Zendesk, or similar platforms.
  • Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN.

  Soft Skills

   

  • Excellent verbal and written communication skills.
  • Strong customer service mindset with problem-solving abilities.
  • Ability to work efficiently in a fast-paced environment.
  • Strong organizational, documentation, and time management skills.

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  Application Process

   

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

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