Job Details
Skills
Job Title: Remote IT Support Engineer (L1/L2)
Location: Chandigarh, India
Employment Type: Full-Time
About the Role
We are seeking a dedicated and customer-focused Remote IT Support Engineer (L1/L2) to ensure the smooth day-to-day functioning of end-user systems and IT services. The ideal candidate will provide efficient remote technical support, demonstrate strong troubleshooting capabilities, and deliver timely resolutions while maintaining a high standard of service quality.
This role requires solid technical fundamentals, excellent communication skills, and the ability to manage support requests in a structured and SLA-driven environment.
Level 1 (L1) Responsibilities
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Respond to user support requests via phone, email, chat, and ticketing systems within defined SLAs
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Perform first-level troubleshooting and strive for first-call resolution using established 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 complex or unresolved issues to the L2 support team with detailed technical notes
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Assist end users with routine IT tasks and promote IT best practices
Required Qualifications
Experience
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2–5 years of experience in a helpdesk, service desk, or remote IT support environment
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 platforms
Soft Skills
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Strong verbal and written communication skills
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Customer-oriented approach with solid problem-solving abilities
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Ability to stay organized and composed in a fast-paced support 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 a plus
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