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As a global tech hub, we drive innovation at an unparalleled scale. With a pioneering spirit and an influential client base, we empower our team to spark impactful change, shaping a better world for millions.

L1/L2 IT Help Desk Engineer

1-3 years | Remote

Key Responsibilities

- Serve as the primary point of contact for all IT-related incidents and service requests during the EST shift.
- Provide Level 1 and Level 2 technical support for end-user devices, operating systems, and business applications.
- Support collaboration and productivity tools including Microsoft Office 365, Adobe products, email, Teams, and related applications.
- Acknowledge, triage, prioritize, and resolve incidents and service requests in accordance with defined SLAs.
- Deliver exceptional customer service, maintaining clear communication and professionalism with end users at all times.
- Log, categorize, update, and manage tickets accurately within the ITSM / ticketing system.
- Perform initial diagnosis and troubleshooting for hardware, software, network connectivity, and access-related issues.
- Resolve known and recurring issues by following established Standard Operating Procedures (SOPs)



and knowledge base articles.
- Escalate complex, unresolved, or high-impact issues to L3 engineers or specialized teams, ensuring proper documentation and troubleshooting details are included.
- Monitor and follow up on escalated tickets to ensure timely resolution and closure.
- Maintain documentation, contribute to knowledge base updates, and support continuous service improvement initiatives.

Required Skills & Qualifications

- 1–3 years of experience in L1/L2 IT Help Desk or Technical Support roles.
- Strong hands-on experience with Windows OS, Office 365, Adobe, email systems, and collaboration tools.
- Familiarity with ITSM tools (ServiceNow, Jira, Freshservice, Remedy, or similar).
- Good understanding of incident management, SLA, and escalation procedures.
- Excellent communication and customer-facing skills.
- Ability to work independently and manage multiple tickets in a fast-paced setting.
- Willingness to work EST shift.

How do we foster remarkable change?

By hiring, celebrating and nurturing the
best talent – from all walks of life.

📌 /IT Help Desk Engineer (India)
🏢 Q3 Technologies
📍 India