Job Details
Skills
Job Title: Remote IT Support Engineer (L1/L2)
Location: Chandigarh, India
Employment Type: Full-TimeAbout the Role
The Remote IT Support Engineer (L1/L2) plays a critical role in ensuring the smooth operation of end-user systems and IT services. This position requires strong technical knowledge, excellent communication skills, and a customer-first mindset to deliver high-quality remote support.
Level 1 (L1) Support Engineer Responsibilities
Key Responsibilities
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Respond promptly to user support requests via phone, email, chat, or ticketing systems
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Provide first-call resolution using documented troubleshooting procedures
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Perform basic troubleshooting, including password resets, account issues, printer support, VPN/Wi-Fi issues, and software installations
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Accurately document all issues, actions taken, and resolutions in the ticketing system
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Escalate unresolved or complex issues to the L2 support team with complete and clear case details
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Guide end-users with clear instructions for routine IT processes and best practices
Required Qualifications
Experience
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2–5 years of experience in a helpdesk, service desk, or remote IT support role
Technical Skills
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Working knowledge of Windows 10/11 and macOS environments
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Familiarity with Microsoft Office 365 and/or Google Workspace
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Experience using Jira Service Desk, Zendesk, or similar ticketing tools
Soft Skills
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Strong verbal and written communication skills
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Customer-focused approach with strong problem-solving abilities
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Ability to remain calm, organized, and efficient under pressure
Education & Certifications
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High school diploma or equivalent (required)
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Certifications such as CompTIA A+, ITIL Foundation, or similar are a plus
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