Job Details
Skills
Job Title: Remote IT Support Engineer (L1/L2)
Location: Chandigarh
Job Type: Full-TimeAbout the Role:
The Remote IT Support team ensures the smooth functioning of all end-user hardware, software, and IT services. This role requires strong communication skills, solid technical knowledge, and a commitment to delivering exceptional remote customer support.
Level 1 (L1) Support Engineer
Responsibilities & Requirements
L1 Support Engineers serve as the first point of contact for end-users. They handle basic incidents and service requests, perform initial triage, and aim for quick and effective resolution.
Key Responsibilities
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Incident Management: Respond to and log incoming support requests via phone, email, chat, or ticketing system promptly.
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First-Call Resolution (FCR): Resolve issues during the first interaction using available knowledge base articles and troubleshooting guides.
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Basic Troubleshooting: Handle common technical problems, including password resets, account unlocks, printer configuration, basic connectivity issues (VPN, Wi-Fi), and standard software installations/uninstallations.
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Documentation: Record all troubleshooting steps, actions taken, and resolutions in the ticketing system accurately.
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Escalation: Identify and escalate complex or unresolved issues to the L2 team with complete documentation.
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User Guidance: Assist users with basic self-service procedures and provide clear instructions for standard IT processes.
Required Qualifications
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Experience: 0–2 years in a helpdesk, service desk, or customer support environment.
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Technical Skills:
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Proficiency with Windows 10/11 and macOS
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Knowledge of Microsoft Office 365 or Google Workspace
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Experience using ticketing platforms such as Jira Service Desk or Zendesk
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Soft Skills:
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Strong verbal and written communication
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Excellent listening and customer service skills
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Ability to work calmly and efficiently under pressure
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Education: High school diploma or equivalent. Relevant certifications such as CompTIA A+ or ITIL Foundation are a plus.
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