L1/L2 Technical Support

Cloudxtreme; Hyderabad, Bengaluru; Hybrid; INR 600,000 - 900,000; Full time

Job summary

Cloudxtreme in Hyderabad/Bangalore is seeking a Client Experience Specialist (Technical Support) to troubleshoot AV/VC systems and end-user devices. You will handle Windows and macOS configurations, manage L1/L2 incidents for virtual events, and ensure secure, well-documented solutions.

The role requires 3–4 years in tech support, willingness to work flexible hours, and strong communication skills for client-facing support across levels.

Qualifications

• Hands-on experience troubleshooting AV/VC systems and end-user hardware.
• Experience supporting Windows and macOS devices, including setup, configuration, and troubleshooting.
• Experience managing L1/L2 incidents for virtual event platforms such as Zoom and Teams.
• Basic network troubleshooting: Wi-Fi, Ethernet, VPNs.
• Strong documentation and ticketing skills using ServiceNow.
• Certifications in AV, ITIL, Networking or Microsoft are a strong plus.

Responsibilities

• Support and troubleshoot AV/VC systems and end-user hardware.
• Support Windows and macOS devices, including setup, configuration, and troubleshooting.
• Manage L1/L2 incidents for virtual event platforms like Zoom and Teams.
• Perform basic network troubleshooting (Wi‑Fi, Ethernet, VPNs).
• Diagnose hardware and software issues across devices.
• Maintain confidentiality and follow IT security practices.
• Document technical procedures and solutions.
• Utilize ServiceNow for ticketing.

Skills

Client Handling

L2 support

Mac operating

Audio and Video conferencing

Education

BE/B.Tech

Engineering graduates

Tools

ServiceNow

Job description

JOB DETAILS:

Job Title: Client Experience Specialist (Technical Support)

Locations: Hyderabad and Bangalore

Client: MNC Client

Experience Range: 3 to 4 years

Required Skills: Client Handling, L2 support, Mac operating, Audio and Video conferencing

Job Description:

• Good hands-on experience supporting and troubleshooting AV/VC systems, end-user hardware
• Experience supporting both Windows and macOS devices, including setup, configuration, and troubleshooting.
• Experience running meetings/webinars and troubleshooting L1/L2 incidents related to Virtual Event Platforms such as Zoom, Teams, etc. including having the ability to recommend technical workarounds as needed.
• Familiarity with network connectivity basics (Wi-Fi, Ethernet, VPNs) and the ability to perform basic network troubleshooting.
• Ability to diagnose and resolve hardware and software issues across a range of devices.
• Basic understanding of IT security and confidentiality best practices in a client-facing environment.
• Strong documentation skills for recording technical procedures and solutions.
• Experience working on ticketing tools such as ServiceNow is essential.
• Certifications in AV, ITIL, Networking, Microsoft or related is a strong plus.

Qualifications

• Bachelors degree (BE/B.Tech)/Engineering graduates
• 3-4 years of experience in technology and end-user support, or a similar technology support role.
• Prior experience in a customer-facing or client service environment is highly preferred.
• Excellent verbal and written communication skills, with the ability to interact confidently with users at all organizational levels.
• Ability to work effectively under pressure and manage multiple priorities.
• High level of professionalism, discretion, and commitment to maintaining confidentiality.
• Willingness to work flexible hours, including shifts, weekends, and outside standard business hours as needed.