Global IT Support Specialist

Job Summary:

The IT Service Desk serves as the central contact point for all IT-related incidents and service requests. The IT Support

Specialist is responsible for providing technical assistance and support to end-users across the organization, ensuring

customer satisfaction, and maintaining a high level of service delivery. Responsibilities include installing, diagnosing,

repairing, maintaining, and upgrading hardware and software as needed. This role requires a broad understanding of

standard office technologies to effectively address the technical needs of employees and support overall business

operations. IT Support staff work in a dynamic, fast-paced environment, delivering support via phone, email, in-person,

and self-service channels.

Key Responsibilities:

Technical Support and Troubleshooting:

o Respond to and resolve IT support requests from users via phone, email, and ticketing system (ServiceNow).

o Diagnose and troubleshoot hardware, software, and network issues on desktops, laptops, mobile devices, and peripherals.

o Document and track issues, ensuring timely resolution and excellent customer service.

Hardware and Software Setup & Support:

o Set up, configure, and maintain computer systems, software applications, and peripheral devices.

o Fulfil service requests to install, move, add, or change hardware, software, or access requirements by due dates.

o Install and update software applications, operating systems, and patches.

o Assist with onboarding new employees, including setting up equipment and creating user accounts.

User Account Management:

o Handle new hire setup, account creation, and termination processes, ensuring seamless access and deprovisioning.

Network and Connectivity Support:

o Assist users with network access, VPN connectivity, and remote access issues.

o Troubleshoot Wi-Fi and Ethernet connectivity issues for both local and remote users.

o Escalate complex network issues to the appropriate team or external support if needed.

Documentation and Knowledge Sharing:

o Maintain detailed records of support requests and resolutions in the ticketing system (ServiceNow)

o Create and update documentation for common issues and support procedures.

o Provide basic training to end-users on IT best practices, software, and hardware use.

IT Asset Management:

o Track and manage IT assets, including inventory of hardware, software licenses, and peripherals.

o Assist in the maintenance and replacement of IT equipment as needed.

Security and Compliance:

o Follow security protocols and ensure compliance with IT policies, including data protection and confidentiality.

o Educate users on security best practices, such as password policies and safe internet use.

Other

o Support of some client engagements

o Other duties as assigned by manager

Qualifications:

Education: Bachelor s degree in Information Technology, Computer Science, or a related field (or equivalent experience)

Experience:

o 3-5 Years Experience as a Desktop Support Technician

Technical Skills:

o Basic knowledge of IT service management frameworks (e.g., ITIL).

o Understanding of networking, systems, and general IT infrastructure.

o Experience with troubleshooting and supporting various IT systems and applications.

o Proficiency in troubleshooting Windows, macOS, and common software applications (e.g., Microsoft Office).

o Familiarity with IT support ticketing systems and remote support tools.

o Hands-on experience with standard deployment tools such as Intune and JAMF, as well as Unified Endpoint Management (UEM) systems.

o Experience with mobile device management (MDM) and basic Active Directory administration is a plus.

o Basic understanding of Virtualization and Cloud infrastructure (e.g., VMware, Azure, AWS is a plus)

Soft Skills:

o Strong customer service and communication skills, with the ability to explain technical concepts clearly.

o Excellent problem-solving skills and attention to detail.

o Ability to work independently and as part of a team in a fast-paced environment.

Certifications:

o CompTIA A+, CompTIA Network+, or similar IT support certifications (preferred)

o MCSE: Desktop Infrastructure and CCNA a plus

o ITIL Foundation or higher, or other relevant ITSM certifications is a plus

Working Conditions:

Reports To: Global IT Manager/Supervisor

Department: Information Technology

Employment Type: Full-time, onsite

Travel: May require occasional travel to regional offices and India

Flexibility to work across different time zones

Ability to lift and move IT equipment as necessary.

Location: Kochi, India