L1 IT Specialist

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

📋 Description

• Deliver Level 1 technical assistance via the ticketing system, remote support channels, and hands-on/deskside support when appropriate.

• Identify and resolve hardware, software, operating system, peripheral, printing, audio/video, and connectivity problems.

• Install, configure, deploy, replace, and maintain end-user devices.

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

• Diagnose fundamental network and connectivity problems related to Wi-Fi, VPN, TCP/IP, DNS, and DHCP, escalating infrastructure issues as necessary.

• Assist with employee onboarding and offboarding, including device preparation, account provisioning/deprovisioning, access modifications, 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.

• Support and troubleshoot business phone/VoIP systems, including provisioning, setup, call-quality concerns, and basic configuration.

• Log, prioritize, update, and resolve support tickets in accordance with established SLAs; maintain documentation for troubleshooting and escalation.

• Keep IT asset and inventory records up to date.

• Adhere to IT security, access-control, data-protection, change-management, and support protocols; escalate suspected security incidents.

• Develop and maintain support documentation, knowledge-base articles, setup instructions, and troubleshooting guides.

• Coordinate hardware repairs, warranty/vendor support, and equipment replacements; perform other assigned IT support responsibilities.

⛳️ Requirements

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

• Strong problem-solving skills for laptops, desktops, operating systems, applications, peripherals, and common end-user technology challenges.

• Practical knowledge of Windows 10/11 and macOS, with the capability to install, configure, update, and troubleshoot end-user devices.

• Familiarity with Microsoft 365 and Google Workspace applications, as well as common collaboration tools.

• Skill in diagnosing basic network and remote-access issues including Wi-Fi, VPN, TCP/IP, DNS, and DHCP.

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

• Proficiency with ticketing/ITSM platforms like Zendesk, Jira Service Management, ServiceNow, or Salesforce.

• Strong customer service orientation with excellent verbal and written communication skills in English.

• Capability to clearly explain technical concepts and troubleshooting processes to both technical and non-technical users.

• Excellent attention to detail, documentation skills, prioritization abilities, and capacity to manage multiple support requests.

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

• Ability to work independently on routine incidents while recognizing when to escalate an issue.

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

• Experience with Google Admin Console / Google Workspace administration.

• Knowledge of Microsoft 365 Admin Center / Entra ID user and access management.

• Familiarity with Slack Admin Console.

• Support experience for both Mac and Windows systems.

🏝️ Benefits

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

• A direct role in accelerating scientific research and education.

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

• A strong culture of promotion from within, providing a clear path for career advancement.