IT Support Specialist

Job Location : Bangalore, Electronic City

Job Mode: On-site, complete work from office.

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.

Qualifications and Education Requirements

• Bachelor's degree 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