L1/L2 Support Engineer

21 hours ago

Ahmedabad, India Interactive Manpower Solutions Full time

Location: Makarba, Ahmedabad
Shift: Rotational (based on client allocation )
Employment Type: Full-time

Job Overview:

We are hiring L1 and L2 Support Engineers to provide remote IT support to our international clients. This role demands strong technical troubleshooting skills, excellent English communication, and a proactive approach to resolving IT issues. Candidates must be graduates and comfortable working in international time zones.

Key Responsibilities:

  • Provide remote Level 1 and Level 2 technical support for desktops, laptops, applications, and network-related issues.
  • Respond to support requests via phone, email, and ticketing systems, ensuring timely resolution within defined SLAs.
  • Troubleshoot and resolve issues related to Windows OS, Office 365, VPN, printers, and basic networking, user account management (Active Directory), password resets, access permissions, remote desktop connectivity and performance.
  • Monitor and maintain IT infrastructure including servers, endpoints, and cloud services.
  • Perform routine system checks, updates, and patch management.
  • Support firewall configurations and troubleshooting, especially Cisco Meraki (for L2 roles).
  • Manage and support cloud environments such as Azure and AWS (for L2 roles).
  • Maintain accurate records of issues, resolutions, and follow-ups in the ticketing system.
  • Collaborate with internal teams and client stakeholders to ensure smooth support delivery.
  • Participate in onboarding/offboarding processes including system setup and access provisioning.
  • Ensure compliance with client-specific IT policies, security protocols, and data protection standards.
  • Provide proactive support and suggest improvements to enhance system reliability and user experience.

Required Qualifications:

  • 1-6 years of experience in IT support (L1/L2), preferably in a remote support role.
  • Graduation in Computer Science, IT, or a related field is mandatory.
  • Excellent English communication (verbal and written) is mandatory.
  • Willingness to work in international time zones.

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