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.