L1 Associate - Technical Support

Pitsolutions; Thiruvananthapuram; On-site; INR 240,000 - 360,000; Full time

Job summary

Pitsolutions is hiring an IT Helpdesk professional to be the first point of contact for infrastructure incidents and service requests. You will triage, log, and resolve or escalate issues within defined SLAs.

The role requires 0–2 years of experience, a relevant diploma or degree, and familiarity with AD, DNS, DHCP, VPN, and ITSM tools. Shift rotations and service support are part of the responsibilities.

Qualifications

• 0–2 years of relevant IT support experience.
• B.E./B.Tech/Diploma in Computer Science, IT, or related field.

Responsibilities

• Serve as the first line of support for hardware, software, network, and server issues via phone, email, or ticketing system.
• Log, categorize, and prioritize incidents using ITSM tools (ServiceNow, Jira, Freshdesk, etc.).
• Perform basic troubleshooting for desktops, laptops, printers, LAN/WAN connectivity, VPN, and Active Directory.
• Reset passwords, unlock accounts, and manage basic user provisioning in AD/Azure AD.
• Escalate unresolved tickets to L2/L3 teams with detailed documentation.
• Monitor infrastructure alerts from Nagios, Zabbix, or SolarWinds and raise incidents accordingly.
• Assist in asset management - tracking hardware inventory and lifecycle.
• Support onboarding/offboarding of users (account creation, device setup).
• Follow ITIL-based incident and change management processes.
• Maintain knowledge base articles and update runbooks.

Skills

Windows OS

MS Office 365

Active Directory

DNS

DHCP

LAN/WAN

TCP/IP

VPN basics

Communication

Education

B.E./B.Tech/Diploma in CS/IT or related field

Tools

ServiceNow

Jira

Freshdesk

Nagios

Zabbix

SolarWinds

Job description

Basic knowledge of Windows OS, MS Office 365, and common enterprise applications, Familiarity with Active Directory, DNS, DHCP concepts, Understanding of LAN/WAN, TCP/IP, VPN basics, Good communication and customer service skills, Ability to work in 24x7 rotational shifts

Job Description

Role Summary

First point of contact for all IT infrastructure-related incidents and service requests. Responsible for triaging, logging, and resolving or escalating technical issues within defined SLAs.

Key Responsibilities

• Serve as the first line of support for hardware, software, network, and server-related issues via phone, email, or ticketing system
• Log, categorize, and prioritize incidents using ITSM tools (ServiceNow, Jira, Freshdesk, etc.)
• Perform basic troubleshooting for desktops, laptops, printers, LAN/WAN connectivity, VPN, and Active Directory
• Reset passwords, unlock accounts, and manage basic user provisioning in AD/Azure AD
• Escalate unresolved tickets to L2/L3 teams with detailed documentation
• Monitor infrastructure alerts from tools like Nagios, Zabbix, or SolarWinds and raise incidents accordingly
• Assist in asset management - tracking hardware inventory and lifecycle
• Support onboarding/offboarding of users (account creation, device setup)
• Follow ITIL-based incident and change management processes
• Maintain knowledge base articles and update runbooks

Requirements

Experience: 0-2 years

Education: B.E./B.Tech/Diploma in Computer Science, IT, or related field

Equal Opportunity Statement

We value diversity and inclusion. As an equal opportunity employer, we welcome applicants from all backgrounds and walks of life.

Security & Confidentiality Statement

This role may involve access to sensitive business information. The selected candidate is expected to follow internal information security policies and maintain strict confidentiality when handling proprietary or confidential data.

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