L1 IT Specialist

Overview

JoVE is seeking an experienced L1 IT Specialist to provide responsive, hands-on technical support to employees across a distributed work environment, focused on end-user and deskside support.

What you'll do

• Provide Level 1 technical support to employees through the ticketing system, remote support channels, and hands-on/deskside support when applicable.
• Troubleshoot and resolve common hardware, software, operating system, peripheral, printing, audio/video, and connectivity issues.
• Set up, configure, deploy, replace, and maintain laptops, desktops, monitors, mobile devices, printers, and other end-user equipment.
• Support Windows and macOS environments, standard productivity applications, browsers, email, collaboration tools, and remote-access tools.
• Diagnose basic network and connectivity issues, including Wi-Fi, VPN, TCP/IP, DNS, and DHCP, and escalate infrastructure issues when required.
• Support employee onboarding and offboarding, including device preparation, account provisioning/deprovisioning, access changes, software installation, and equipment recovery.
• Perform routine user and access administration, including password resets, MFA enrollment, group membership, distribution lists, licenses, and approved permissions.
• Support and troubleshoot business phone/VoIP systems, including user provisioning, device/application setup, call-quality issues, and basic configuration for platforms such as GCF, RingCentral, 8x8, or similar solutions.
• Log, prioritize, update, and resolve support tickets within established SLAs; maintain clear troubleshooting notes, resolution details, and escalation information.
• Maintain accurate IT asset and inventory records, including device assignments, replacements, returns, repairs, and spare equipment.
• Follow IT security, access-control, data-protection, change-management, and support procedures; escalate suspected security issues promptly.
• Create and maintain support documentation, knowledge-base articles, setup instructions, and standard troubleshooting procedures.
• Coordinate hardware repairs, warranty/vendor support, and equipment replacements as needed; perform other IT support duties assigned by the Team Manager.

What you'll need

• 3+ years of demonstrable experience in IT help desk, desktop support, deskside support, or a similar end-user technical support role.
• Strong troubleshooting skills for laptops, desktops, operating systems, applications, peripherals, and common end-user technology issues.
• Working knowledge of Windows 10/11 and macOS, with the ability to install, configure, update, and troubleshoot end-user devices.
• Working knowledge of Microsoft 365 and Google Workspace applications and common collaboration tools.
• Ability to diagnose basic network and remote-access issues involving Wi-Fi, VPN, TCP/IP, DNS, and DHCP.
• Experience with employee onboarding/offboarding, device deployment, account administration, MFA, permissions, and software installation.
• Experience with ticketing/ITSM platforms such as Zendesk, Jira Service Management, ServiceNow, or Salesforce.
• Strong customer-service mindset with excellent verbal and written English communication skills.
• Ability to explain technical concepts and troubleshooting steps clearly to both technical and non-technical users.
• Strong attention to detail, documentation habits, prioritization skills, and ability to manage multiple support requests.
• Basic understanding of IT service-management concepts, SLAs, KPIs, escalation practices, and frameworks such as ITIL.
• Ability to work independently on routine incidents while recognizing when an issue should be escalated.
• Computer Science, Information Technology, or related degree/diploma, or equivalent practical experience.
• Must have admin-level qualifications in Google Admin Console / Google Workspace administration.
• Must have admin-level qualifications in Microsoft 365 Admin Center / Entra ID user and access administration.
• Must have admin-level qualifications in Slack Admin Console.
• Must have Mac and Windows support experience.

Nice to have

• Endpoint/device management tools such as Microsoft Intune, MDM, RMM, SCCM, or equivalent.
• Apple Business Manager (ABM) knowledge, including device enrollment and assignment workflows.
• Experience supporting and administering phone/VoIP systems such as GCF, RingCentral, 8x8, or similar platforms.
• Active Directory / Entra ID group, user, and permission administration.
• Atlassian Admin Suite / Jira Service Management.
• ChatGPT and Claude administration consoles.
• Salesforce, AWS, and Zoom administration.
• Remote support tools and basic PowerShell or other scripting/automation experience.

Details

• Early shift starting at 6:00 AM IST to align with APAC teams and clients.
• Locations: India; Mumbai, Maharashtra; Delhi; Bengaluru, Karnataka.