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: Bachelor’s degree in B.Tech / BCA / MCA or related field (preferred). 0–2 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.