Tech Support Engineer – Infrastructure Support

4 days ago

Delhi, Delhi, India Unified Consultancy Services Full time ₹ 24,00,000 - ₹ 72,00,000 per year

Job Title: Tech Support Engineer – Infrastructure Support (L1 / L2)

Location: Remote – India (Supporting US Clients / US Time Zone)

Job Type: Full-time | Rotational Shifts (Primarily US Hours)

Role Overview
We are seeking dedicated
Infrastructure Support Engineers (Level 1 & Level 2)
to provide technical assistance and operational support for IT infrastructure services to our US-based clients. The ideal candidates should have strong communication skills, hands-on experience in IT support, and the ability to troubleshoot hardware, software, and network issues efficiently.

Key Responsibilities
Level 1 (L1) – Technical Support

  • Serve as the first point of contact for IT support requests via email, chat, or phone.
  • Log, categorize, and prioritize incidents and service requests in the ticketing system (ServiceNow / Jira / Zendesk).
  • Perform basic troubleshooting for desktops, laptops, VPN, printers, network connectivity, and email issues.
  • Provide remote assistance and escalate unresolved issues to Level 2 or specialized teams.
  • Follow up with end users to ensure timely resolution and customer satisfaction.
  • Maintain incident logs, FAQs, and knowledge base documentation.

Level 2 (L2) – Technical Support

  • Handle complex and escalated incidents related to infrastructure, network, and system performance.
  • Support Windows/Linux servers, virtualization environments (VMware, Hyper-V), and cloud platforms (AWS/Azure).
  • Manage Active Directory, user provisioning, and access control.
  • Monitor system health, storage utilization, and network uptime using monitoring tools.
  • Work with L3/Engineering teams for deep-dive troubleshooting and root cause analysis.
  • Implement changes, patching, and configuration updates under the change management process.

Required Skills & Experience
For Level 1:

  • 1–2 years of experience in IT Helpdesk or Technical Support.
  • Strong understanding of Windows OS, MS Office 365, VPN, and network basics (LAN/WAN/Wi-Fi).
  • Excellent verbal and written communication skills in English (mandatory for US client interaction).
  • Knowledge of ticketing tools like ServiceNow, Freshdesk, or Jira.
  • Customer-oriented with a problem-solving mindset.

For Level 2

  • 3–5 years of experience in Infrastructure or System Administration support.
  • Strong knowledge of Windows Server, Active Directory, Group Policy, and PowerShell scripting.
  • Exposure to cloud platforms (AWS / Azure) and virtualization (VMware / Hyper-V).
  • Understanding of network components – firewalls, routers, switches, and DNS/DHCP configuration.
  • Strong analytical and troubleshooting skills.
  • Experience working in 24x7 environments supporting international clients (preferred).

Education & Certifications

  • Bachelor's Degree in IT, Computer Science, or related field.
  • Relevant certifications preferred:
  • For L1: CompTIA A+, ITIL Foundation.
  • For L2: Microsoft (MCSA/MCSE), CCNA, AWS/Azure Fundamentals.

Soft Skills

  • Excellent English communication (both spoken and written).
  • Ability to work in US shifts and handle cross-cultural communication.
  • Strong interpersonal, time management, and documentation skills.
  • Team player with a customer-first attitude.

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