Requirement of Client Services Executive Full Time NEW

Skills

Job Title: Remote IT Support Engineer (L1/L2)
Location: Chandigarh, India (On-site)
Employment Type: Full-Time

Role Overview

We are looking for a reliable and customer-focused IT Support Engineer (L1/L2) to ensure the smooth operation of end-user systems and IT services. The ideal candidate will provide prompt and effective support, demonstrate strong troubleshooting skills, and consistently deliver high-quality resolutions within defined service levels.

This role requires solid technical expertise, excellent communication skills, and the ability to manage support requests in a structured, SLA-driven environment.

Key Responsibilities

Level 1 (L1) Support

• Respond to support requests via phone, email, chat, and ticketing systems within defined SLAs.
• Perform first-level troubleshooting and aim for first-contact resolution using SOPs.
• Resolve common IT issues, including: Password resets and user access management Printer and peripheral troubleshooting Network, VPN, and Wi-Fi connectivity issues Software installation, configuration, and updates
• Accurately document incidents, troubleshooting steps, and resolutions in the ticketing system.
• Escalate complex or unresolved issues to L2 support with proper documentation.
• Assist end users with routine IT tasks and promote IT best practices.

Level 2 (L2) Support (As Applicable)

• Handle escalated issues requiring advanced troubleshooting.
• Diagnose system, network, and application-related problems.
• Coordinate with infrastructure, security, and vendor teams when required.
• Identify recurring issues and recommend process improvements or system enhancements.

Required Qualifications

Experience

• 2–5 years of experience in a helpdesk, service desk, or IT support role.

Technical Skills

• Strong knowledge of Windows 10/11 and macOS environments.
• Familiarity with Microsoft 365 and/or Google Workspace.
• Experience with ticketing tools such as Jira Service Desk, Zendesk, or similar platforms.
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN.

Soft Skills

• Excellent verbal and written communication skills.
• Strong customer service orientation with problem-solving abilities.
• Ability to work efficiently in a fast-paced environment.
• Strong organizational, documentation, and time management skills.

Application Process

Interested candidates can share their updated resume at

Subject Line: Application for IT Support Engineer (L1/L2)