Hiring for Technical Support Executive

3 days ago

Chandigarh, Chandigarh, India Cogniter Technologies Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Skills

  • Job Title: Remote IT Support Engineer (L1/L2)

    Location: Chandigarh

    Job Type: Full-Time

### About the Role

###

Our Remote IT Support team plays a crucial role in ensuring the smooth operation of all end-user hardware, software, and IT services. This role demands strong communication skills, solid technical knowledge, and a commitment to delivering outstanding remote customer support.

## Level 1 (L1) Support Engineer

### Responsibilities & Requirements

###

L1 Support Engineers act as the first line of assistance for end-users. They handle basic service requests and incidents, perform initial diagnostics, and work toward achieving quick and effective resolutions.

### Key Responsibilities

###

  • Incident Management: Respond promptly to support requests via phone, email, chat, or ticketing system, and log all incidents accurately.
  • First-Call Resolution (FCR): Try to resolve issues during the first interaction using internal knowledge bases and standard troubleshooting procedures.
  • Basic Troubleshooting: Address common technical issues such as password resets, account unlocks, printer setup, connectivity problems (VPN, Wi-Fi), and standard software installation/uninstallation.
  • Documentation: Maintain detailed and accurate records of all troubleshooting steps and resolutions in the ticketing system.
  • Escalation: Identify complex or unresolved issues and escalate them to the L2 support team with complete documentation.
  • User Guidance: Assist users with basic self-help steps and provide clear instructions for common IT processes.

### Required Qualifications

#### Experience:

###

0–2 years in a helpdesk, service desk, or remote technical support role.

#### Technical Skills:

###

  • Proficiency in Windows 10/11 and macOS environments
  • Knowledge of Microsoft Office 365 or Google Workspace
  • Experience with ticketing systems such as Jira Service Desk, Zendesk, or similar platforms

#### Soft Skills:

###

  • Strong verbal and written communication skills
  • Excellent listening skills and a customer-first mindset
  • Ability to stay calm, organized, and efficient under pressure

#### Education:

###

High school diploma or equivalent; certifications like CompTIA A+, ITIL Foundation, or similar are an added advantage.

Apply Now

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