Technical Support Engineer

JobsKart; Jaipur; On-site; INR 210,000 - 320,000; Full time

Job summary

JobsKart in Jaipur, India, is hiring a Technical Support Engineer – L1 to provide first-level assistance to customers, engineers, and internal teams. You will diagnose basic hardware, software, network, and application issues, ensuring timely resolution or escalation to L2/L3 teams.

The role requires good troubleshooting, customer handling, and a willingness to learn. You will handle tickets via phone, email, chat, and ticketing systems, support Windows OS, IT peripherals, and networking basics,

Qualifications

• Basic troubleshooting of hardware, software, and networks.
• Solid understanding of Windows operating systems.
• Familiarity with LAN, Wi‑Fi, IP, DNS, DHCP and IT peripherals.

Responsibilities

• Provide L1 technical support to customers via phone, email, chat, and tickets.
• Troubleshoot basic IT hardware and software issues.
• Diagnose issues with laptops, desktops, printers, monitors, CCTV, networking devices, and peripherals.
• Perform basic troubleshooting for Windows OS, applications, drivers, connectivity, and system performance.
• Create, update, and manage support tickets with accurate details and resolutions notes.
• Follow SOPs, checklists, and escalation processes.
• Remotely assist customers and engineers; coordinate with L2/L3, field engineers, vendors, and internal teams.
• Monitor open tickets and ensure timely follow-up and closure.
• Document recurring issues, solutions, and customer interactions.
• Escalate unresolved or critical issues within defined SLA/TAT.
• Assist with installation, configuration, and basic maintenance as required.
• Maintain high customer satisfaction through professional communication.
• Identify recurring problems and provide feedback to technical/operations teams.

Skills

Basic Troubleshooting

Windows OS

Networking basics

Customer communication

Ticketing systems

Remote support

Education

Diploma / ITI / B.Tech in CS/IT

Freshers welcome

Job description

Technical Support Engineer – L1

Department: Technical Support / Operations

Level: L1

Employment Type: Full-Time

Location: [Location / On-site / Hybrid]

Experience: 0–2 Years

About the Role

We are looking for a Technical Support Engineer – L1 to provide first-level technical assistance to customers, engineers, and internal teams. The candidate will be responsible for diagnosing basic hardware, software, network, and application-related issues, ensuring timely resolution or escalation to the appropriate L2/L3 team.

The ideal candidate should have good troubleshooting skills, customer-handling ability, and a strong willingness to learn.

Key Responsibilities

• Provide L1 technical support to customers through phone, email, chat, and ticketing systems.
• Understand and troubleshoot basic IT hardware and software issues.
• Diagnose issues related to laptops, desktops, printers, monitors, CCTV, networking devices, and peripherals.
• Perform basic troubleshooting for Windows OS, applications, drivers, connectivity, and system performance.
• Create, update, and manage support tickets with accurate issue details and resolution notes.
• Follow predefined SOPs, troubleshooting checklists, and escalation processes.
• Remotely assist customers and engineers wherever applicable.
• Coordinate with L2/L3 engineers, field engineers, vendors, and internal teams for complex issues.
• Monitor open tickets and ensure timely follow-up and closure.
• Maintain proper documentation of recurring issues, solutions, and customer interactions.
• Escalate unresolved or critical issues within defined SLA/TAT.
• Support installation, configuration, and basic maintenance activities when required.
• Maintain a high level of customer satisfaction through professional and timely communication.
• Identify recurring technical problems and share feedback with the technical/operations team.

Required Skills

• Basic knowledge of computer hardware and troubleshooting.
• Good understanding of Windows operating systems.
• Basic knowledge of LAN, Wi-Fi, IP address, DNS, DHCP, and networking concepts.
• Basic knowledge of printers, scanners, CCTV, routers, switches, and other IT peripherals.
• Familiarity with remote support tools and ticketing systems.
• Good problem-solving and analytical skills.
• Good verbal and written communication skills.
• Ability to work under pressure and manage multiple support tickets.
• Customer-oriented attitude with strong follow-up skills.
• Willingness to work in shifts, weekends, or rotational schedules if required.

Educational Qualification

• Diploma / B.Tech / B.E. / BCA / MCA / ITI in Computer Science, Information Technology, Electronics, or a related field.
• Freshers with relevant technical knowledge may also apply.

Preferred Experience

Experience in any of the following will be an added advantage:

• IT Helpdesk / Technical Support
• Desktop Support
• Hardware & Networking
• Managed IT Services
• Field Service Management
• IT Asset Management
• Customer Support / Service Desk

Key Performance Indicators (KPIs)

• Ticket response and resolution time
• SLA compliance
• First Call Resolution (FCR)
• Ticket closure rate
• Escalation accuracy
• Customer satisfaction (CSAT)
• Ticket documentation quality
• Follow-up and pending-ticket management

What We Expect

• Ownership: Take responsibility for every assigned ticket until proper resolution or escalation.
• Discipline: Follow processes, SOPs, and SLA timelines.
• Communication: Clearly communicate technical issues and solutions to customers and internal teams.
• Learning Mindset: Continuously improve technical knowledge and troubleshooting skills.
• Customer First: Deliver a professional and positive support experience.

Career Growth

Successful candidates can progress from L1 Technical Support Engineer → L2 Engineer → L3/Specialist → Technical Lead / Support Manager, based on performance, technical expertise, and experience.