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 looking for a proactive and customer-focused IT Support Engineer (L1/L2) to join our growing IT team. The ideal candidate will be responsible for providing technical support, maintaining end-user systems, and ensuring the smooth operation of IT infrastructure and services across the organization.

  This role offers an excellent opportunity to work with modern technologies, enterprise systems, and a collaborative team environment while contributing to a high-quality support experience.

  Key Responsibilities

  Level 1 (L1) Support

   

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

  • Perform first-level troubleshooting and strive for first-contact resolution.

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

  • Document incidents, troubleshooting activities, and resolutions accurately within the ticketing system.

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

  • Assist users with day-to-day IT-related queries while promoting security and technology best practices.

  Level 2 (L2) Support

   

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

  • Perform advanced troubleshooting and root-cause analysis to ensure effective issue resolution.

  • 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 upgrades, patch management, maintenance activities, and technology enhancement initiatives.

  • Contribute to knowledge base documentation and continuous 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, ServiceNow, Zendesk, Freshservice, or similar tools.

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

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

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

  Soft Skills

   

  • Excellent verbal and written communication skills.

  • Strong customer service and problem-solving abilities.

  • Ability to prioritize tasks and manage multiple support requests effectively.

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

  • Ability to work independently and collaboratively within a team environment.

  Preferred Qualifications

   

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

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

  • Familiarity with IT Asset Management (ITAM), IT Service Management (ITSM), and security best practices.

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

  Why Join Cogniter Technologies?

   

  • Work with modern IT infrastructure and enterprise technologies.

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

  • Collaborative, supportive, and learning-driven work culture.

  • Opportunities for professional development, certifications, and skill enhancement.

  • Strong career growth prospects within a rapidly expanding technology organization.

  Apply Now

   

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

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