Job Details
Skills
Job Title: Remote IT Support Engineer (L1/L2)
Location: Chandigarh, India (Remote/Hybrid)
Employment Type: Full-Time
Role Overview
We are looking for a reliable and customer-focused Remote IT Support Engineer (L1/L2) to ensure the smooth functioning of end-user systems and IT services. The ideal candidate will provide prompt and effective remote support, demonstrate strong troubleshooting skills, and deliver high-quality resolutions within defined service standards.
This role requires solid technical expertise, excellent communication skills, and the ability to manage support requests in a structured, SLA-driven environment.
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-contact resolution using SOPs.
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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 proper documentation.
- Assist end users with routine IT tasks and promote IT best practices.
Level 2 (L2) Support (As Applicable)
- Handle escalated issues requiring advanced troubleshooting.
- Diagnose system, network, and application-related problems.
- Coordinate with infrastructure, security, and vendor teams when required.
- Identify recurring issues and recommend process improvements or system enhancements.
Required Qualifications
Experience
- 2–5 years of experience in a helpdesk, service desk, or remote IT support role.
Technical Skills
- Strong knowledge of Windows 10/11 and macOS environments.
- Familiarity with Microsoft 365 and/or Google Workspace.
- Experience with ticketing tools such as Jira Service Desk, Zendesk, or similar platforms.
- Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN.
Soft Skills
- Excellent verbal and written communication skills.
- Strong customer service orientation with problem-solving abilities.
- Ability to work efficiently in a fast-paced environment.
- Strong organizational, documentation, and time management skills.
Application Process
Interested candidates can share their updated resume at hr@cogniter.com
Subject Line: Application for Remote IT Support Engineer (L1/L2)
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