L1 Technical Support Specialist

19 hours ago

Bikaner, Rajasthan, India beBeeService Full time US$ 40,000 - US$ 80,000

We are seeking an experienced L1 Service Desk professional to join our team. As the first point of contact for IT support requests, you will be responsible for handling incoming incidents and service requests via phone, email, or ticketing tools, providing basic troubleshooting, and ensuring timely escalation when required.

Job Description:

This role involves serving as the initial point of contact for all IT-related user issues and requests. Key responsibilities include:

  • Record, categorize, and prioritize incidents in the ITSM/ticketing system (e.g., ServiceNow, ManageEngine).
  • Provide basic Level 1 troubleshooting for hardware, software, printers, email, network connectivity, and end-user applications.
  • Reset passwords, unlock accounts, and assist with access-related issues.
  • Evaluate and resolve technical issues through remote desktop tools and 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.

To succeed in this role, you should have excellent communication skills, a customer-centric approach, and the ability to work in a fast-paced environment.

Requirements:

The ideal candidate should possess the following qualifications:

  • A minimum of 1-3 years of experience in IT Service Desk or desktop support roles.
  • Basic knowledge of Windows OS, MS Office Suite, and Active Directory.
  • Familiarity with IT ticketing tools and remote support tools (e.g., AnyDesk, TeamViewer).
  • Good understanding of ITIL processes and incident lifecycle.
Preferred Qualifications:

The following qualifications would be advantageous:

  • Diploma or Bachelor's Degree in IT, Computer Science, or related field.
  • ITIL Foundation certification is a plus.
  • A+ / MCSA / HDI certification is beneficial.

If you are passionate about delivering exceptional IT support and are looking for a challenging role, please submit your application along with your updated CV and details such as total experience, current salary, expected salary, notice period, and current location.

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