IT Support Specialist Tier-1

7 days ago

Bengaluru, Karnataka, India Progress Rail Innovations Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Department/ Group: Information Technology

Reports To: IT Manager

Job Purpose:

We are seeking a dedicated and customer-focused IT L1 Support / Helpdesk Support professional to join our IT team. The ideal candidate will be the first point of contact for all IT-related issues and will provide technical support to end-users. This role requires excellent problem-solving skills, a strong understanding of IT systems, and the ability to communicate effectively with users at all levels.

Job Description:

Provide First-Level Support: Respond promptly to IT support requests from end-users via phone, email, or in-person interactions. Troubleshoot and resolve hardware, software, and network issues efficiently.

Incident Management: Record and manage all incidents and service requests within the IT service management system. Ensure timely resolution of issues and follow up with users to confirm the successful resolution of their problems.

User Assistance: Aid users in setting up and configuring IT equipment, including desktops, laptops, printers, and mobile devices. Offer guidance on the usage of software applications and tools.

System Monitoring: Monitor IT systems and infrastructure proactively to detect and address potential issues before they affect users. Escalate complex problems to higher-level support teams when necessary.

Documentation: Maintain comprehensive and up-to-date documentation of support activities, including troubleshooting procedures, resolutions, and user guides.

Customer Service: Deliver exceptional customer service by maintaining professionalism and empathy. Keep users informed about the status of their requests and any changes that may impact them.

Continuous Improvement: Engage in ongoing training and professional development to stay abreast of new technologies and best practices in IT support.

Technical Skill:

  • Proficiency in Windows and macOS operating systems.
  • Basic understanding of networking concepts (e.g., TCP/IP, DNS, DHCP).
  • Familiarity with common software applications (e.g., Microsoft Office, email clients).
  • Experience with IT service management tools (e.g., ServiceNow, Jira) is a plus.

Soft Skills:

  • Strong problem-solving and analytical skills.
  • Excellent verbal and written communication skills.
  • Ability to work independently and as part of a team.
  • Strong organizational skills and attention to detail.
  • Customer-oriented with a focus on delivering high-quality support.

Qualifications and Education Requirements

  • Bachelor's degree in CIS, MIS or equivalent work experience
  • Good communication skills
  • Project management skills is plus
  • ServiceNow, JIRA tool knowledge is plus
  • Excellent organizational skills
  • The use of good judgment and good interpersonal communication skills
  • Exercises confidentiality and discretion

Following is must:

  • Work from office for all 4 days.
  • Willing to work on 12 hours shift. (4:30 AM 4:30 PM)

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