Location: Chandigarh, India (On-site)
Experience: 2–5 Years
Employment Type: Full-Time
Cogniter Technologies is seeking a proactive and customer-oriented IT Support Engineer (L1/L2) to join our growing IT team. The ideal candidate will be responsible for ensuring the smooth operation of end-user systems, applications, and IT services by delivering timely technical support and effective issue resolution.
This role requires strong troubleshooting abilities, excellent communication skills, and a commitment to providing high-quality support within a structured, SLA-driven environment.
Respond to user support requests via phone, email, chat, and ticketing systems within defined service levels.
Perform first-level troubleshooting and strive for first-contact resolution by following established procedures and support guidelines.
Resolve common IT issues related to user accounts, password resets, printer support, software installation, configuration, updates, network connectivity, and VPN access.
Accurately document incidents, troubleshooting activities, and resolutions in the ticketing system.
Escalate unresolved or complex issues to Level 2 support with complete diagnostic information and documentation.
Assist end users with routine IT-related tasks and promote best practices for system usage and security.
Manage escalated technical issues requiring advanced troubleshooting and root-cause analysis.
Diagnose and resolve system, network, hardware, software, and application-related problems.
Collaborate with infrastructure, security, and third-party vendor teams to resolve complex technical challenges.
Monitor recurring incidents and recommend improvements to processes, systems, and support procedures.
Participate in system maintenance activities, updates, and technology enhancement initiatives.
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, Zendesk, Freshservice, or similar tools.
Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, and wireless networking.
Experience with user account management, system troubleshooting, and endpoint support.
Excellent verbal and written communication skills.
Strong customer service orientation with a problem-solving mindset.
Ability to prioritize tasks and manage multiple support requests effectively.
Strong organizational, documentation, and time-management skills.
Ability to work independently and collaboratively in a fast-paced environment.
Certifications such as CompTIA A+, Google IT Support, Microsoft Certified Fundamentals, or related certifications.
Experience with remote support tools, endpoint management solutions, and device provisioning.
Exposure to IT asset management, security best practices, and IT service management processes will be an advantage.
Opportunity to work with modern IT infrastructure and enterprise technologies.
Collaborative and supportive work environment.
Exposure to diverse technical challenges and continuous learning opportunities.
Career growth and professional development prospects.
Interested candidates may share their updated resume at [email protected].
Subject Line: Application for IT Support Engineer (L1/L2)
