Tech Support Engineer Infrastructure Support (L1 / L2)

Job highlights

• Excellent English communication (both spoken and written). . Ability to work in US shifts and handle cross-cultural communication. . Strong interpersonal,time management,and documentation skills.
• 3 5 years of experience in Infrastructure or System Administration support. . Strong knowledge of Windows Server,Active Directory,Group Policy,and PowerShell scripting.

Job Title: Tech Support Engineer Infrastructure Support (L1 / L2) Location: Remote India (Supporting US Clients / US Time Zone) Job Type: Full-time | Rotational Shifts (Primarily US Hours) Role Overview:

We are seeking dedicated Infrastructure Support Engineers (Level 1 & Level 2) to provide technical assistance and operational support for IT infrastructure services to our US-based clients. The ideal candidates should have strong communication skills, hands-on experience in IT support, and the ability to troubleshoot hardware, software, and network issues efficiently.

Key Responsibilities: Level 1 (L1) Technical Support

• Serve as the first point of contact for IT support requests via email, chat, or phone.
• Log, categorize, and prioritize incidents and service requests in the ticketing system (ServiceNow / Jira / Zendesk).
• Perform basic troubleshooting for desktops, laptops, VPN, printers, network connectivity, and email issues.
• Provide remote assistance and escalate unresolved issues to Level 2 or specialized teams.
• Follow up with end users to ensure timely resolution and customer satisfaction.
• Maintain incident logs, FAQs, and knowledge base documentation.

Level 2 (L2) Technical Support

• Handle complex and escalated incidents related to infrastructure, network, and system performance.
• Support Windows/Linux servers, virtualization environments (VMware, Hyper-V), and cloud platforms (AWS/Azure).
• Manage Active Directory, user provisioning, and access control.
• Monitor system health, storage utilization, and network uptime using monitoring tools.
• Work with L3/Engineering teams for deep-dive troubleshooting and root cause analysis.
• Implement changes, patching, and configuration updates under the change management process.

Required Skills & Experience: For Level 1:

• 1 2 years of experience in IT Helpdesk or Technical Support.
• Strong understanding of Windows OS, MS Office 365, VPN, and network basics (LAN/WAN/Wi-Fi).
• Excellent verbal and written communication skills in English (mandatory for US client interaction).
• Knowledge of ticketing tools like ServiceNow, Freshdesk, or Jira.
• Customer-oriented with a problem-solving mindset.

For Level 2:

• 3 5 years of experience in Infrastructure or System Administration support.
• Strong knowledge of Windows Server, Active Directory, Group Policy, and PowerShell scripting.
• Exposure to cloud platforms (AWS / Azure) and virtualization (VMware / Hyper-V).
• Understanding of network components firewalls, routers, switches, and DNS/DHCP configuration.
• Strong analytical and troubleshooting skills.
• Experience working in 24x7 environments supporting international clients (preferred).

Education & Certifications:

• Bachelor s Degree in IT, Computer Science, or related field.
• Relevant certifications preferred:
• For L1: CompTIA A+, ITIL Foundation.
• For L2: Microsoft (MCSA/MCSE), CCNA, AWS/Azure Fundamentals.

Soft Skills:

• Excellent English communication (both spoken and written).
• Ability to work in US shifts and handle cross-cultural communication.
• Strong interpersonal, time management, and documentation skills.
• Team player with a customer-first attitude.

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