IT Specialist

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver Level 1 technical support to staff via the ticketing system, remote assistance channels, and in-person support when applicable.

• Diagnose and resolve typical hardware, software, operating system, peripheral, printing, audio/video, and connectivity challenges.

• Set up, configure, deploy, replace, and oversee laptops, desktops, monitors, mobile devices, printers, and other end-user equipment.

• Provide support for Windows and macOS environments, standard productivity applications, browsers, email, collaboration tools, and remote-access tools.

• Identify basic network and connectivity problems, including Wi-Fi, VPN, TCP/IP, DNS, and DHCP, and escalate infrastructure concerns as necessary.

• Assist with employee onboarding and offboarding, encompassing device preparation, account provisioning/deprovisioning, access alterations, software installation, and equipment recovery.

• Conduct routine user and access administration tasks, including password resets, MFA enrollment, group membership, distribution lists, licenses, and approved permissions.

• Provide support and troubleshoot business phone/VoIP systems, including user provisioning, device/application setup, call-quality issues, and basic configuration for platforms such as GCF, RingCentral, 8x8, or similar solutions.

• Document, prioritize, update, and resolve support tickets within established SLAs; maintain clear troubleshooting notes, resolution details, and escalation information.

• Maintain precise IT asset and inventory records, including device assignments, replacements, returns, repairs, and spare equipment.

• Adhere to IT security, access-control, data-protection, change-management, and support procedures; escalate suspected security issues promptly.

• Create and maintain support documentation, knowledge-base articles, setup instructions, and standard troubleshooting procedures.

• Coordinate hardware repairs, warranty/vendor support, and equipment replacements as required; perform other IT support responsibilities assigned by the Team Manager.

⛳️ Requirements

• Over 3 years of proven experience in IT help desk, desktop support, deskside support, or a comparable end-user technical support position.

• Excellent troubleshooting capabilities for laptops, desktops, operating systems, applications, peripherals, and common end-user technology issues.

• Proficient in Windows 10/11 and macOS, with the capacity to install, configure, update, and troubleshoot end-user devices.

• Familiarity with Microsoft 365 and Google Workspace applications alongside common collaboration tools.

• Ability to diagnose fundamental network and remote-access issues involving Wi-Fi, VPN, TCP/IP, DNS, and DHCP.

• Experience with employee onboarding/offboarding, device deployment, account administration, MFA, permissions, and software installation.

• Familiarity with ticketing/ITSM platforms such as Zendesk, Jira Service Management, ServiceNow, or Salesforce.

• Strong customer-service orientation with outstanding verbal and written English communication skills.

• Ability to clearly explain technical concepts and troubleshooting steps to both technical and non-technical users.

• Meticulous attention to detail, solid documentation habits, prioritization skills, and the ability to manage multiple support requests.

• Basic understanding of IT service-management concepts, SLAs, KPIs, escalation practices, and frameworks such as ITIL.

• Capability to work independently on routine incidents while recognizing when an issue needs to be escalated.

• Degree/diploma in Computer Science, Information Technology, or a related field, or equivalent practical experience.

• Proficiency in Google Admin Console / Google Workspace administration.

• Experience with Microsoft 365 Admin Center / Entra ID user and access administration.

• Familiarity with Slack Admin Console.

🏝️ Benefits

• A competitive compensation package that includes unlimited commissions on your sales.

• You will have a direct impact on accelerating scientific research and education.

• Opportunity to collaborate with global teams in an environment that fosters innovation and teamwork.

• Our strong internal promotion culture offers a clear pathway to advance your career with us.