L1 Support Specialist

3 days ago

Chennai, Tamil Nadu, India beBeeService Full time US$ 45,000 - US$ 90,000

We are seeking a highly skilled L1 Service Desk Agent to serve as the first point of contact for IT support requests. The role involves handling incoming incidents and service requests via phone, email, or ticketing tools, providing basic troubleshooting, and ensuring timely escalation when required.

The ideal candidate will have 1–3 years of experience in IT Service Desk or desktop support roles and a good understanding of ITIL processes and incident lifecycle.

Key responsibilities include serving as the initial point of contact for all IT-related user issues and requests, recording, categorizing, and prioritizing incidents in the ITSM/ticketing system, and providing basic Level 1 troubleshooting for hardware, software, printers, email, network connectivity, and end-user applications.

  • Responsibilities:
  • Serve as the initial point of contact for all IT-related user issues and requests
  • Record, categorize, and prioritize incidents in the ITSM/ticketing system
  • Provide basic Level 1 troubleshooting for hardware, software, printers, email, network connectivity, and end-user applications
  • Escalate unresolved issues to L2/L3 teams with detailed logs and user inputs
  • Maintain communication with users to provide status updates and follow-ups
  • Ensure all tickets are logged, updated, and closed in a timely manner according to SLA
  • Support remote users using remote desktop tools

A high school diploma or equivalent is required, and a degree in IT, Computer Science, or related field is preferred. ITIL Foundation certification is also beneficial.

We offer a competitive compensation package and opportunities for career growth and professional development.

If you are a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply.

  • Requirements:
  • Diploma or Bachelor's Degree in IT, Computer Science, or related field
  • ITIL Foundation certification
  • A+ / MCSA / HDI certification

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