Tier 1 Support Specialist

Company Overview:
Bose Professional is a leader in the professional audio industry, specializing in the design and manufacturing of cutting-edge audio solutions including loudspeakers, amplifiers, signal processing devices, controls, software, and accessories. As we continue to expand our team, we are seeking a Tier 1 Support Specialist to join us on our journey.

We have organized ourselves culturally around a set of shared values. We are a
team
first, which means we are collaborative and support each other toward our common goals. We start everything from the outside in, starting with the
customer
and solving from there
.
We value
trust
, so we are a company of people who are open and direct, avoid politics, and who do what it takes to deliver on our commitments. And as we work together, we are empathetic, courteous, and fair, because we
respect
each other. Finally, we believe that creativity and innovation belong in all parts of the company in order to drive
excellence
in everything we do.

Position Overview:
Bose Professional is seeking a skilled and customer-focused Tier 1 Support Specialist based in our Mangalore, India office to provide first-level technical assistance to our global workforce. This role involves supporting users across multiple time zones in a Microsoft 365 environment with Windows and macOS endpoints. This is an excellent opportunity for someone looking to grow in a dynamic, international IT support team.

Key Responsibilities:

• Act as the first point of contact for technical support via ticketing system, email, chat, and phone
• Troubleshoot issues related to Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint
• Provide support for Windows 11 and macOS devices, including OS-level issues, software installations, and connectivity problems
• Assist users with account access, password resets, MFA setup, and identity-related issues in Microsoft Entra ID
• Maintain and assign licenses with appropriate approvals
• Support remote users with VPN and remote access tools
• Document incidents and resolutions in the ticketing system
• Escalate unresolved issues to Tier 2/3 team members with clear documentation
• Participate in onboarding/offboarding processes of employees and third parties
• Maintain and contribute to internal knowledge base and support documentation
• Support Company objectives by completing additional tasks as needed

Qualifications:

• 1–2 years of experience in a technical support/help desk role
• Strong understanding of Microsoft 365 applications and Entra ID
• Understanding of Windows and macOS operating systems
• Excellent communication skills in English (spoken and written)
• Ability to work 1 of 2 available support shifts: 8:30am-3:30pm IST or 3:30pm to 11:30pm IST

Preferred Skills:

• Experience with JAMF and Intune is a plus
• Basic networking knowledge (IP, DNS, DHCP)
• Multilingual support experience (especially Dutch, German, French, Chinese and Japanese) is a plus

Bose Professional is an equal opportunity employer and values diversity in the workplace. We encourage all qualified individuals to apply.

Position/Title:
Tier 1 Support Specialist

Time Type:
Full-time

Location:
Mangalore, India (Hybrid)

Reports to:
Infrastructure Manager

Department:
IT

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