IT Service Desk Technician / L1 Technical Support

Innov Ultra Business Services; Chennai District; On-site; INR 390,000 - 650,000; Full time

Benefits offered by this job

Company-provided Pick-up & Drop

International night shift

Learning opportunities

Job summary

Innov Ultra Business Services is seeking a Service Desk Technician and L1 Technical Support to assist international users by phone and remote channels. You will provide first-line IT support, troubleshoot Windows and iOS environments, and document incidents in the IT ticketing system.

Responsibilities include hardware/software troubleshooting, configuring devices, and following ITSM procedures while escalating complex issues. Night shifts are involved.

Qualifications

• 24 years of experience in IT Service Desk, Help Desk, Technical Support or L1 IT Support.
• Strong knowledge of Windows troubleshooting.
• Basic understanding of TCP/IP, DNS, DHCP, Wi‑Fi and VPN.
• Knowledge of computer hardware and software troubleshooting.
• Experience troubleshooting internet and network connectivity issues.
• Experience with printers, tablets, mobile devices and peripheral equipment.
• Experience using IT ticketing systems.
• Basic knowledge of remote-support tools.
• Good understanding of incident management and escalation procedures.
• Strong verbal and written communication skills.

Responsibilities

• Provide Level 1 technical support to end users through phone and remote-support channels.
• Troubleshoot LAN/WAN, internet connectivity, Wi‑Fi and basic network issues.
• Diagnose and resolve basic hardware and software problems.
• Troubleshoot Windows and iOS-based environments.
• Configure, deploy and support printers, tablets, iPads, mobile devices, pin pads and other peripherals.
• Install, uninstall, configure and troubleshoot business applications.
• Assist users with system errors, application issues and operational problems.
• Monitor and troubleshoot technical issues and escape complex problems to the appropriate support teams.
• Configure, maintain and update hardware and software systems.
• Accurately document incidents, service requests, troubleshooting steps and resolutions in the IT ticketing system.
• Follow IT service-management procedures, escalation protocols and company policies.
• Provide professional and customer-focused technical assistance to international users.
• Prioritize and manage multiple technical support requests in a fast-paced environment.

Skills

IT Service Desk

Windows troubleshooting

TCP/IP basics

Printers & peripherals

IT ticketing systems

Remote support

Incident management

Communication skills

Network connectivity

Tools

Remote support tools

Job description

HIRING FOR SERVICE DESK TECHNICIAN AND L1 TECHNICAL SUPPORT

Key Responsibilities

• Provide Level 1 technical support to end users through phone and remote-support channels.
• Troubleshoot LAN/WAN, internet connectivity, Wi‑Fi and basic network issues.
• Diagnose and resolve basic hardware and software problems.
• Troubleshoot Windows and iOS-based environments.
• Configure, deploy and support printers, tablets, iPads, mobile devices, pin pads and other peripherals.
• Install, uninstall, configure and troubleshoot business applications.
• Assist users with system errors, application issues and operational problems.
• Monitor and troubleshoot technical issues and escape complex problems to the appropriate support teams.
• Configure, maintain and update hardware and software systems.
• Accurately document incidents, service requests, troubleshooting steps and resolutions in the IT ticketing system.
• Follow IT service-management procedures, escalation protocols and company policies.
• Provide professional and customer-focused technical assistance to international users.
• Prioritize and manage multiple technical support requests in a fast-paced environment.

Required Skills

• 24 years of experience in IT Service Desk, Help Desk, Technical Support or L1 IT Support.
• Strong knowledge of Windows troubleshooting.
• Basic understanding of TCP/IP, DNS, DHCP, Wi‑Fi and VPN.
• Knowledge of computer hardware and software troubleshooting.
• Experience troubleshooting internet and network connectivity issues.
• Experience with printers, tablets, mobile devices and peripheral equipment.
• Experience using IT ticketing systems.
• Basic knowledge of remote-support tools.
• Good understanding of incident management and escalation procedures.
• Strong verbal and written communication skills.
• Ability to communicate technical information clearly to non-technical users.
• Strong problem-solving and analytical skills.
• Ability to work under pressure and manage multiple tickets simultaneously.

Compensation & Benefits

• CTC: Up to 6.5 LPA
• Company-provided Pick-up & Drop
• International / Night Shift
• Opportunity to work on technical support and enterprise applications
• Professional growth and learning opportunities