IT Support Specialist

Progress Rail Innovations; Bengaluru; Sur place; INR 360 000 - 600 000; Plein temps

Résumé du poste

Progress Rail Innovations in Bangalore, India is seeking a proactive IT support professional for on-site first-level support. The role involves handling end-user requests via multiple channels, troubleshooting hardware, software, and network issues, and ensuring timely incident resolution.

You will document procedures, assist with device setup, monitor systems, and escalate complex problems when required. Strong communication, organizational skills, and familiarity with ServiceNow/Jira are

Qualifications

• Bachelor's degree or equivalent work experience.
• Good communication skills and customer service oriented.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Experience with ITSM tools like ServiceNow or Jira is a plus.
• Excellent organizational skills and confidentiality.

Responsabilités

• Provide first-level IT support to end-users via phone, email, or in-person interactions.
• Record and manage incidents and service requests in the ITSM system.
• Assist users with setup and configuration of IT equipment and software.
• Monitor IT systems and escalate issues to higher-level teams when needed.
• Maintain up-to-date documentation of troubleshooting steps and resolutions.
• Deliver professional and empathetic customer service, keeping users informed.

Connaissances

Windows & macOS

Networking basics

Microsoft Office

IT service management

ServiceNow

Jira

Communication skills

Documentation

Formation

Bachelor's degree or equivalent

Outils

ServiceNow

Jira

MS Office Suite

Description du poste

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