Technical Support Engineer – L2/L3 IT Support
Company: AWS Geek Pvt Ltd
Location: CXO Suites, IT Park, Panchkula
Job Type: Full-Time | Work From Office
Experience: 2–4 Years
Process: US IT Services / US Client Operations
Job Description – Technical Support Engineer
Department: IT / Technical Operations
Employment Type: Full-Time
Experience Required: 2–4 Years
Work Environment: Technical Support / International Process
Role Overview
We are looking for a skilled and customer-focused Technical Support Engineer to provide remote technical assistance to clients, troubleshoot hardware, software, network, and system-related issues, and ensure timely resolution of support requests.
The ideal candidate should have hands-on experience with Windows systems, Active Directory, Microsoft 365, networking, remote troubleshooting, system monitoring, and service desk operations, along with excellent communication and problem-solving skills.
Key Responsibilities
* Provide remote technical support to customers for hardware, software, operating system, and network-related issues.
* Diagnose and resolve technical issues involving desktops, laptops, printers, routers, modems, Wi-Fi networks, and other connected devices.
* Handle L2/L3 technical support tickets and ensure timely resolution in accordance with defined SLAs.
* Troubleshoot Windows operating systems and perform basic Windows Server monitoring and troubleshooting.
* Manage user-related issues including login problems, password resets, permissions, and account access.
* Provide support for Active Directory and Microsoft 365 environments.
* Monitor servers, workstations, network devices, CPU utilization, memory, disk space, uptime, and system alerts.
* Troubleshoot LAN/WAN, Wi-Fi, internet connectivity, DNS, DHCP, router, modem, and ISP-related issues.
* Use remote access and diagnostic tools to identify and resolve technical problems.
* Perform root-cause analysis for recurring technical issues and recommend appropriate resolutions.
* Coordinate with ISPs, vendors, and internal technical teams where escalation is required.
* Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and client interactions.
* Handle multiple customer environments and support requests simultaneously.
* Communicate clearly and professionally with international clients through calls, email, and remote-support channels.
* Escalate complex technical issues to the appropriate L2/L3 teams when necessary.
* Maintain high standards of customer service, response time, and issue resolution.
Technical Skills Required
* Windows 10/11 troubleshooting
* Windows Server fundamentals
* Active Directory
* Microsoft 365
* Hardware & software troubleshooting
* Desktop and laptop troubleshooting
* Printer and peripheral troubleshooting
* TCP/IP, DNS & DHCP fundamentals
* LAN/WAN and Wi-Fi troubleshooting
* Routers, modems and gateways
* Remote desktop/support tools
* Ticketing & Service Desk systems
* Server and device monitoring tools
* Basic understanding of MSP environments
* Network and ISP troubleshooting
Experience with monitoring/RMM tools such as PRTG, LogicMonitor, Kaseya, or similar platforms will be an advantage.
Candidate Requirements
* Bachelor’s degree in Computer Science, IT, Electronics & Communication, or a related technical discipline preferred.
* Approximately 2–4 years of experience in Technical Support, IT Helpdesk, Service Desk, Desktop Support, or a similar role.
* Strong troubleshooting and analytical abilities.
* Excellent verbal and written English communication.
* Comfortable communicating with international customers over voice calls.
* Ability to explain technical solutions clearly to non-technical customers.
* Ability to work independently as well as within a technical team.
* Strong customer-service orientation and ownership of issues through resolution.
* Ability to work in a fast-paced environment and manage multiple support cases simultaneously.
* Willingness to work in rotational/night shifts where required for international operations.
Preferred Candidate Profile
We are particularly interested in candidates who have worked in international technical support, MSP, remote IT support, or technical customer service environments and have experience resolving customer issues remotely.
Key Competencies:
Technical Troubleshooting | Customer Communication | Remote Support | Networking | Windows | Microsoft 365 | Active Directory | Service Desk | Problem Solving | Client Management
Pay: ₹40,000.00 - ₹60,000.00 per month
Benefits:
- Commuter assistance
- Food provided
- Paid sick time
- Paid time off
Work Location: In person
