L1 Technical Engineer

L1 Technical Engineer

We are looking for an experienced L1 Technical Engineer who can provide Level-1 technical support through ticketing tools and international calls. The candidate should be skilled in basic troubleshooting, customer handling, and incident management.

Key Responsibilities:

• Handle international customer calls and provide Level-1 technical assistance.
• Log, track, and resolve issues through ticketing tools (ServiceNow, Jira, Freshdesk, etc.).
• Troubleshoot basic hardware, software, OS, and network-related issues.
• Escalate complex problems to higher-level teams when necessary.
• Ensure timely closure of tickets as per SLAs and maintain accurate documentation.
• Follow ITIL-based processes for incidents and service requests.
• Deliver excellent customer service with clear and effective communication.

Requirements:

• 1–4 years of experience in L1 technical support/helpdesk.
• Knowledge of Windows/Mac OS, basic networking, and remote support tools.
• Strong communication skills for international support.
• Experience working with ticketing tools is mandatory.

Job Types: Full-time, Permanent

Education:

• Bachelor's (Preferred)

Experience:

• International Support: 1 year (Preferred)

Location:

• Mohali, Punjab (Preferred)

Shift availability:

• Night Shift (Preferred)

Work Location: In person