L1 Technical Engineer
2 days ago
L1 Technical Engineer
We are looking for an experienced L1 Technical Engineer who can provide Level-1 technical support through ticketing tools and international calls. The candidate should be skilled in basic troubleshooting, customer handling, and incident management.
Key Responsibilities:
- Handle international customer calls and provide Level-1 technical assistance.
- Log, track, and resolve issues through ticketing tools (ServiceNow, Jira, Freshdesk, etc.).
- Troubleshoot basic hardware, software, OS, and network-related issues.
- Escalate complex problems to higher-level teams when necessary.
- Ensure timely closure of tickets as per SLAs and maintain accurate documentation.
- Follow ITIL-based processes for incidents and service requests.
- Deliver excellent customer service with clear and effective communication.
Requirements:
- 1–4 years of experience in L1 technical support/helpdesk.
- Knowledge of Windows/Mac OS, basic networking, and remote support tools.
- Strong communication skills for international support.
- Experience working with ticketing tools is mandatory.
Job Types: Full-time, Permanent
Education:
- Bachelor's (Preferred)
Experience:
- International Support: 1 year (Preferred)
Location:
- Mohali, Punjab (Preferred)
Shift availability:
- Night Shift (Preferred)
Work Location: In person
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