Technical Support Specialist

1 week ago

Malappuram, Kerala, India beBeeTechnical Full time ₹ 6,00,000 - ₹ 12,00,000

Overview of the role

The IT Service Desk L1 Engineer will be the first point of contact for all IT-related issues and requests.

This position involves troubleshooting basic technical problems, escalating complex issues to higher-level support, and providing exceptional customer service.

Responsibilities:

  • Provide initial technical support to end-users.
  • Log, categorize, and prioritize all incoming IT support tickets in the ticketing system.
  • Perform troubleshooting of hardware, software, applications and network connectivity issues.
  • Assist users with password resets, account unlocks, and basic application support.
  • Escalate complex or unresolved issues to L2 engineers with detailed notes and logs.
  • Maintain accurate and up-to-date documentation of IT procedures and solutions.
  • Educate users on common IT issues and best practices.
  • Participate in on-call rotation as required.
  • Contribute to continuous improvement initiatives for service desk operations.

Qualifications

  • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
  • 2+ years of experience in an IT service desk role.
  • Strong understanding of systems, Google Administration, Google Workspace Applications, common business applications.
  • Basic knowledge of network fundamentals.
  • Excellent communication and interpersonal skills.
  • Ability to troubleshoot and resolve technical issues efficiently.
  • Customer-centric mindset with a focus on providing positive user experiences.
  • Ability to work independently and as part of a team.

Preferred Qualifications

  • ITIL Foundation, or similar certifications would be a plus.
  • Experience with ITSM tools.

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