— L1 Remote Technical Support & Helpdesk Executive

Job Summary

We are looking for an L1 Technical Support & Helpdesk Executive responsible for providing first-level technical assistance to users remotely, handling IT helpdesk activities, and ensuring timely resolution of user queries.

The role will act as the first point of contact for technical support. Issues that cannot be resolved remotely at L1 will be properly diagnosed, documented, and escalated to the L2 Support Team for onsite/physical intervention when required.

Key Responsibilities

1. L1 Remote Technical Support

- Provide first-level technical support to users through phone, email, chat, remote-support tools, and ticketing systems.
- Troubleshoot common des network, and connectivity issues remotely.
- Assist users with software installation, configuration, updates, and basic troubleshooting.
- Provide remote assistance for basic hardware and software issues.
- Guide users through step-by-step troubleshooting and technical solutions.
- Perform initial diagnosis to identify whether an issue can be resolved remotely or requires onsite support.

2. Helpdesk / Ticket Management

- Act as the first point of contact for all IT-related incidents and service requests.
- Log, categorize, prioritize, assign, and track tickets in the helpdesk/ticketing system.
- Maintain accurate ticket notes, troubleshooting steps,



resolution details, and user communication.
- Monitor tickets against defined SLA and response/resolution timelines.
- Follow up with users to confirm issue resolution and close tickets appropriately.
- Identify recurring issues and highlight them to the L2/IT team for permanent resolution.
- Maintain proper documentation of common issues and solutions in the knowledge base.
- Coordinate with L2 engineers for physical/onsite visits when hardware replacement, , device inspection, or other physical intervention is required.
- Track escalated tickets until closure and keep users updated on the status.

Required Skills

- Valuable knowledge of Windows OS, desktops, laptops, printers, peripherals, and g.
- Basic knowledge of Microsoft 365/Office applications and common business applications.
- Familiarity with remote-support tools and IT ticketing/helpdesk systems.
- Good troubleshooting and problem-solving skills.
- Strong verbal and written communication.
- Ability to prioritize tickets based on urgency and business impact.
- Good documentation and follow-up skills.
- Customer-service-oriented approach.

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits

- Cell phone reimbursement
- Health insurance
- Provident Fund

Work Location: In person

📌 Remote Technical Support & Helpdesk Executive (Noida)
🏢 Qonevo Technologies Private
📍 Noida