Job Details

Skills

• Job Title: Remote IT Support Engineer (L1/L2)

   

  Location: Chandigarh, India
  Employment Type: Full-Time

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  About the Role

   

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

  This role requires solid technical knowledge, excellent communication abilities, and the capability 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-call 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 complex or unresolved issues to L2 support with detailed technical documentation

  • Guide end users on routine IT tasks and promote IT best practices

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  Level 2 (L2) Support (As Applicable)

   

  • Handle escalated technical issues requiring deeper troubleshooting

  • Diagnose system, network, and application-related problems

  • Coordinate with infrastructure, security, or vendor teams when required

  • Identify recurring issues and suggest process or system improvements

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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 working knowledge of Windows 10/11 and macOS environments

  • Familiarity with Microsoft 365 and/or Google Workspace

  • Experience using ticketing systems such as Jira Service Desk, Zendesk, or similar platforms

  • Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)

  Soft Skills

   

  • Excellent verbal and written communication skills

  • Customer-focused mindset with strong problem-solving abilities

  • Ability to remain organized and composed in a fast-paced support environment

  • Strong documentation and time-management skills

  Education & Certifications

   

  • High school diploma or equivalent (required)

  • Certifications such as CompTIA A+, ITIL Foundation, or equivalent (preferred)