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L1/L2 Support Engineer

1.00 to 10.00 Years   Noida, DelhiDelhi, Bangalore, Chennai, Hyderabad, Gurugram, Pune, Mumbai City   06 Aug, 2026
NEWAGE TECH SOLUTION PRIVATE LIMITED
Job LocationNoida, DelhiDelhi, Bangalore, Chennai, Hyderabad, Gurugram, Pune, Mumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT Services & Consulting
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

    Key Responsibilities:- Serve as the first and second point of contact for end-user technical issues received via phone, email, chat, or ticketing system and resolve them within defined SLA timelines- Diagnose, troubleshoot, and resolve L1 and L2 technical issues related to hardware, software, operating systems, network connectivity, email, VPN, and enterprise applications- Log, categorize, prioritize, and track all incidents and service requests accurately in the ITSM ticketing tool from creation to closure- Perform remote troubleshooting and desktop support using remote access tools to resolve end-user issues without requiring on-site intervention- Escalate complex, unresolved, or recurring technical issues to the L3 support team or relevant resolver groups with detailed documentation and follow up until closure- Manage user account administration tasks including password resets, account creation and deactivation, access provisioning, and permission management in Active Directory- Assist with software installation, configuration, patch management, and system updates across end-user devices and enterprise applications- Maintain and update knowledge base articles, troubleshooting guides, and FAQs for common L1 and L2 issues to improve first call resolution rates- Participate in on-call rotations and provide after-hours support for critical incidents and priority issues as required- Ensure high levels of end-user satisfaction by maintaining a professional, patient, and solution-oriented approach on every support interaction

Keyskills :
remote desktopit helpdeskticketing toolswindows troubleshootingactive directorynetwork supportitilservicenow

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