We are looking for an experienced L1/L2 IT Support Engineer to provide technical assistance and troubleshooting support to international clients and users. The candidate will be responsible for resolving hardware, software, networking, system, and application-related issues while ensuring timely resolution within defined SLA and ITSM processes.
The ideal candidate should have strong hands-on experience with ticketing/ITSM tools, excellent troubleshooting abilities, and good communication skills for handling international users.
Location: Mohali
Experience: 1–5 Years
Employment Type: Full-Time
Shift: Night Shift
Key Responsibilities
- Provide L1/L2 technical support to international users through calls, emails, chat, and ticketing systems.
- Handle and resolve technical incidents, service requests, and user issues within defined SLA timelines.
- Troubleshoot Windows 10/11, desktops, laptops, Microsoft Office 365, applications, printers, scanners, and other peripherals.
- Diagnose and resolve basic to intermediate networking and connectivity issues, including TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi, and VPN.
- Troubleshoot system login, password, account, access, and permission-related issues.
- Perform user account management and basic troubleshooting in Active Directory/Azure AD/Entra ID.
- Install, configure, update, and troubleshoot hardware and software.
- Provide remote technical support using tools such as RDP, AnyDesk, TeamViewer, or similar platforms.
- Accurately create, update, categorize, prioritize, assign, escalate, and close tickets.
- Maintain complete and accurate ticket documentation, including issue details, troubleshooting steps, communication, root cause, and resolution.
- Monitor and manage SLA, response time, resolution time, priority, and escalation levels.
- Identify recurring issues and contribute to knowledge-base articles and standard troubleshooting procedures.
- Escalate complex or unresolved issues to L2/L3, infrastructure, network, security, or application teams.
- Coordinate with internal IT teams, vendors, and service providers for issue resolution.
- Support software installation, system configuration, patching, antivirus, and basic IT security activities.
- Maintain a high level of customer satisfaction while supporting users from different countries and time zones.
- Follow ITIL-based processes, company policies, security guidelines, and escalation procedures.
Application Question(s):
- What is your current salary?
- What is your current location?
- When can you join if selected?
- Have you worked with international clients?
Education:
Experience:
- L1/L2: 1 year (Preferred)
Language:
Shift availability:
Work Location: In person
