Opening of Technical Support Executive

2 days ago

Chandigarh, Chandigarh, India Cogniter Technologies Full time ₹ 8,00,000 - ₹ 12,00,000 per year

Skills

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

Location: Chandigarh

Job Type: Full-Time

About the Role:

The Remote IT Support team ensures the smooth functioning of all end-user hardware, software, and IT services. This role requires strong communication skills, solid technical knowledge, and a commitment to delivering exceptional remote customer support.

## Level 1 (L1) Support Engineer

###

Responsibilities & Requirements

L1 Support Engineers serve as the first point of contact for end-users. They handle basic incidents and service requests, perform initial triage, and aim for quick and effective resolution.

### Key Responsibilities

###

  • Incident Management: Respond to and log incoming support requests via phone, email, chat, or ticketing system promptly.
  • First-Call Resolution (FCR): Resolve issues during the first interaction using available knowledge base articles and troubleshooting guides.
  • Basic Troubleshooting: Handle common technical problems, including password resets, account unlocks, printer configuration, basic connectivity issues (VPN, Wi-Fi), and standard software installations/uninstallations.
  • Documentation: Record all troubleshooting steps, actions taken, and resolutions in the ticketing system accurately.
  • Escalation: Identify and escalate complex or unresolved issues to the L2 team with complete documentation.
  • User Guidance: Assist users with basic self-service procedures and provide clear instructions for standard IT processes.

### Required Qualifications

###

  • Experience: 0–2 years in a helpdesk, service desk, or customer support environment.

  • Technical Skills:

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

    • Soft Skills:

    • Strong verbal and written communication

    • Excellent listening and customer service skills
    • Ability to work calmly and efficiently under pressure
    • Education: High school diploma or equivalent. Relevant certifications such as CompTIA A+ or ITIL Foundation are a plus.

Apply Now

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