Walk-in || L1 help desk support

Job Description - international technical support skills need

Job Title: L1 Helpdesk / Technical Support Specialist

Company: IBM India

Location: HBR Layout / Manyata Tech Park Area, Bengaluru

Salary: 30,000 In-Hand / Month

Job Overview

We are seeking a proactive and detail-oriented L1 Helpdesk Support Specialist to join our technical support team in Bengaluru. In this role, you will act as the primary point of contact for technical issues, providing effective first-line diagnosis, troubleshooting, and support across hardware, software, and enterprise network services.

Key Responsibilities

• First-Line Technical Support: Receive, record, and respond to incoming end-user IT requests via phone, email, chat, and service tickets.
• Incident Management & Triaging: Log, prioritize, categorize, and track incidents in ITSM tools (e.g., ServiceNow) while adhering to strictly defined Service Level Agreements (SLAs).
• Troubleshooting: Diagnose and resolve basic desktop operating system issues (Windows 10/11, macOS), email client configurations (Outlook / IBM Notes), printer issues, and network connectivity problems (VPN, Wi-Fi, TCP/IP).
• Identity & Access Management: Assist users with password resets, multi-factor authentication (MFA) setups, Active Directory account management, and access permissions.
• Issue Escalation: Route complex L2/L3 issues to system administrators, network engineers, or vendor teams with detailed ticket context.
• Documentation: Maintain accurate resolution notes, update Knowledge Base (KB) articles, and follow standard operating procedures (SOPs).

Key Qualifications & Skills

• Education: Bachelors degree in Computer Science, Information Technology, BCA, or equivalent diploma.
• Technical Proficiency:
  
• Solid understanding of desktop OS support (Windows/Mac) and standard office applications.
• Basic networking concepts (DNS, DHCP, IP Address Configuration, VPN setup).
• Familiarity with Active Directory, Microsoft 365, and Remote Support Tools (AnyDesk, TeamViewer, RDP).
• Hands-on experience or working knowledge of ticketing management systems (ServiceNow/Jira).
• Soft Skills: Good verbal and written English communication skills, a customer-first attitude, and the ability to work in rotational shifts.

Compensation & Shift Details

• Salary: 30,000 Net In-Hand / Month
• Work Location: Bengaluru (HBR Layout / Nearby Tech Park Campus)
• Employment Type: Full-Time / Shift-Based