IT Infrastructure Support Specialist

3 days ago

Kottayam, Kerala, India beBeeInfrastructure Full time US$ 90,000 - US$ 1,20,000

Job Overview

The IT Infrastructure Support Specialist will be responsible for delivering exceptional technical support to employees across local, remote, and home office environments. This includes day-to-day technical support, asset lifecycle management, IT operations, and participation in broader technology projects.

Key Responsibilities:

  • Provide end-user support for hardware, software, and peripherals.
  • Deliver multi-channel support (in-person, phone, email, chat, and WebEx) for local and remote users.
  • Support the transition from our current ITSM platform to ServiceNow.
  • Image, configure, and deploy laptops and desktops for new hires and tech refreshes.
  • Use FreshService for IT asset lifecycle management.
  • Enforce IT security policies and assist in remediating security incidents or vulnerabilities.
  • Troubleshoot issues related to network connectivity, A/V conference tools, scanning, printing, and device access.
  • Collaborate with internal teams to identify and implement service improvements or automation opportunities.
  • Participate in special projects, pilots, and rollouts of new technologies or processes.
  • Work with external vendors and suppliers to ensure service delivery and procurement meets quality, time, and cost requirements.
  • Provide informal guidance and mentoring to junior helpdesk or first-touch support personnel.

Requirements:

  • 4+ years of experience in an IT Helpdesk or Technical Support role.
  • Associate degree (or higher) in Computer Science, Information Technology, or equivalent professional experience.
  • Strong experience supporting Windows 11, MacOS, and common business productivity software.
  • Familiarity with cloud applications, endpoint security, mobile/tablet support, and remote tools.
  • Able to troubleshoot and resolve technical issues for non-technical users with patience and clarity.
  • Experience using or supporting ITSM platforms such as FreshService, ServiceNow, Remedyforce or Jira.
  • Demonstrated ability to multitask, prioritize, and problem-solve in a dynamic environment.

About NETSCOUT

We unlock insight at unequaled scale, from every data packet to the broadest view of global internet traffic, so the world's essential organizations can solve problems faster, constantly transform their digital ecosystems, secure what matters – and stay unstoppable for a world that relies on them every second.

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