Location: Chandigarh, India (On-site)
Experience: 2–5 Years
Employment Type: Full-Time
Cogniter Technologies is seeking a proactive and customer-focused IT Support Engineer (L1/L2) to join our growing IT team. We are looking for a technology enthusiast with strong troubleshooting abilities and a passion for delivering exceptional user support.
In this role, you will be responsible for maintaining end-user systems, resolving technical issues, supporting enterprise applications, and ensuring the smooth operation of IT infrastructure and services across the organization.
Respond to user support requests via phone, email, chat, and ticketing systems within established service levels.
Perform first-level troubleshooting and strive for first-contact resolution.
Resolve common issues related to user accounts, password resets, software installations, printers, operating systems, network connectivity, and VPN access.
Document incidents, troubleshooting activities, and resolutions accurately within the ticketing system.
Escalate complex or unresolved issues to Level 2 support with complete diagnostic information.
Assist users with day-to-day IT-related queries while promoting security and technology best practices.
Diagnose and resolve escalated hardware, software, operating system, application, and network-related issues.
Perform advanced troubleshooting and root-cause analysis to ensure effective issue resolution.
Collaborate with infrastructure, security, and third-party vendor teams to address complex technical challenges.
Monitor recurring incidents and recommend improvements to systems, processes, and support procedures.
Participate in system upgrades, patch management, maintenance activities, and technology enhancement initiatives.
Contribute to knowledge base documentation and continuous service improvement efforts.
2–5 years of experience in IT Support, Service Desk, Helpdesk, Desktop Support, or Technical Support roles.
Strong knowledge of Windows 10/11 and macOS operating systems.
Experience supporting Microsoft 365 and/or Google Workspace environments.
Familiarity with ticketing platforms such as Jira Service Management, ServiceNow, Zendesk, Freshservice, or similar tools.
Good understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and LAN/WAN environments.
Experience with user account management, endpoint support, software deployment, and system troubleshooting.
Basic understanding of IT security principles and endpoint protection solutions.
Excellent verbal and written communication skills.
Strong customer service orientation and problem-solving abilities.
Ability to prioritize tasks and manage multiple support requests effectively.
Strong organizational, documentation, and time-management skills.
Ability to work independently and collaboratively within a team environment.
Certifications such as CompTIA A+, Microsoft Fundamentals, Google IT Support Professional Certificate, or equivalent.
Experience with remote support tools, endpoint management solutions, and device provisioning.
Familiarity with IT Asset Management (ITAM) and IT Service Management (ITSM) practices.
Understanding of cybersecurity fundamentals and IT security best practices.
Exposure to cloud-based environments and modern workplace technologies will be considered an advantage.
Work with modern IT infrastructure and enterprise technologies.
Gain exposure to diverse technical challenges and real-world support environments.
Be part of a collaborative, supportive, and learning-driven culture.
Access professional development opportunities, certifications, and skill enhancement programs.
Build a rewarding career within a rapidly growing technology organization.
Interested candidates can share their updated resume at [email protected]
Subject Line: Application for IT Support Engineer (L1/L2) – Chandigarh
