L1/L2 Support Engineer

Job Summary:

We are seeking a proactive and technically skilled L1/L2 Support Engineer to join our team in Noida. The candidate will be responsible for providing technical assistance, troubleshooting issues, and ensuring smooth IT operations during US shift hours.

Key Responsibilities:

• Provide Level 1 and Level 2 technical support via calls.
• Troubleshoot hardware, software, network, and application-related issues.
• Log, manage, and resolve support tickets within defined SLAs.
• Escalate unresolved issues to appropriate internal teams.
• Monitor system alerts and ensure timely resolution.
• Assist in user account management and access control.
• Perform system installations, configurations, and updates.
• Maintain documentation of issues, solutions, and processes.
• Ensure high customer satisfaction through effective communication.

Required Qualifications:

• Bachelors degree in B.Tech / BCA / MCA or related field (preferred).
• 02 years of experience in IT Support / Helpdesk / Technical Support role.
• Willingness to work in US shifts from office (Noida location).

Skill Set Required:

Technical Skills:

• Good knowledge of Windows OS and basic Linux fundamentals.
• Understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Basic knowledge of Active Directory (user creation, password reset, group policies).
• Familiarity with Office 365 / Outlook configuration and troubleshooting.
• Experience with ticketing tools such as ServiceNow, Jira, or similar.
• Knowledge of remote desktop tools and troubleshooting methods.
• Basic understanding of hardware troubleshooting (laptops, desktops, printers).
• Exposure to cloud platforms (AWS/Azure) is an added advantage.

Soft Skills:

• Strong problem-solving and analytical skills.
• Good verbal and written communication skills.
• Customer-focused mindset.
• Ability to handle multiple tasks in a fast-paced environment.
• Strong documentation and reporting skills.
• Team player with a proactive attitude.