IT Support L1,L2

Overview

Responsibilities:Level 1 – Tier 1 / Help Desk Technician:

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
• Troubleshoot basic computer issues (e.g., Windows login issues, MS Office errors, printer setup).
• Reset passwords and manage user accounts in Active Directory.
• Provide support for remote users via tools like TeamViewer, AnyDesk, or RDP.
• Document issues, resolutions, and escalate unresolved tickets to L2 or appropriate teams.
• Maintain clear and timely communication with end-users.

Level 2 – Tier 2 / Desktop Support Technician:

• Handle more complex or escalated issues from L1.
• Troubleshoot hardware (desktops, laptops, printers, peripherals), software, and network issues.
• Support Windows OS, Office 365, and cloud applications.
• Administer user accounts, permissions, and group policies via Active Directory and Azure AD.
• Manage patching, antivirus, endpoint management, and system updates.
• Work closely with network and system admins on deeper infrastructure-related problems.
• Set up and configure new workstations, VPN, mobile devices, and company applications.
• Create internal documentation and update the knowledge base.

Required Qualifications:L1 Support:

• 1–6 years of experience in a technical support or help desk role.
• Basic knowledge of Windows OS, Office 365, and remote access tools.
• Excellent communication and interpersonal skills.
• Ability to multitask and work in a fast-paced environment.

L2 Support:

• Associate or Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 1–7 years of experience in technical support or IT operations.
• Strong understanding of Windows OS, Active Directory, Office 365, and basic networking.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk, Freshservice).
• Ability to support and troubleshoot hardware, software, and network issues independently.
• Familiarity with IT security protocols, backup solutions, and patch management.

Preferred Certifications:

• CompTIA A+, Network+, or Security+
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• ITIL Foundation
• Cisco Certified Technician (CCT) or other relevant OEM certifications

Job Types: Full-time, Permanent

Pay: ₹8,099.85 - ₹80,167.29 per month

Shift:

• Night shift

Work Days:

• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• IT support: 1 year (Preferred)

Location:

• Mohali, Punjab (Preferred)

Shift availability:

• Night Shift (Preferred)

Work Location: In person