Support Specialist (L1 Service Desk)

Job description

**IT Junior Support Specialist (L1 Service Desk / Helpdesk)** **Location: Bellandur, Bengaluru, Karnataka (On-site)** *Growth through diversity, equity, and inclusion. As an ethical business, we do what is right — including ensuring equal opportunities and fostering a safe, respectful workplace for each of us. We believe diversity fuels both personal and business growth. We're committed to building an inclusive community where all our people thrive regardless of their backgrounds, identities, or other personal characteristics.* **Job Summary:** We are looking for a proactive IT Junior Support Specialist (L1) to deliver first-line technical support and support day-to-day IT operations. This role combines service desk support, IT asset management, and on-site operations, with a strong focus on ticket handling (JIRA), device lifecycle management, and user support. **Tasks:** - Act as first point of contact for IT support requests - Log, manage, and resolve tickets using JIRA - Troubleshoot hardware, software, and basic network issues - Support deployment, setup, and configuration of IT equipment - Manage asset inventory, tracking, recovery, and disposal - Handle IT onboarding and offboarding - Coordinate with vendors for procurement, repairs, and warranty claims - Work with HR and Finance on onboarding and asset processes - Maintain IT documentation and follow ITSM processes - Support automation and AI-driven improvements **What We’re Looking for:** **Must Have:** - Bachelor’s degree in Computer Science, IT, or related field - 2–3 years of experience in IT Service Desk / L1 Support - Experience with ticketing tools (JIRA preferred) - Basic understanding of ITSM / ITIL practices (nice to have) - Familiarity with IT asset lifecycle management **Tools & Technologies:** - Microsoft Office 365 - JIRA Service Management (IT Helpdesk / Ticketing System) **Skills & Competencies:** - Strong troubleshooting and problem-solving skills - Good communication skills – English proficiency is required (verbal and written) - Customer-focused with a service-oriented mindset - Ability to manage multiple tickets and priorities - Detail-oriented and organized - Able to work independently and as part of a team **Key Performance Metrics (KPIs):** - Adherence to SLA response times (based on ticket priority) - Adherence to SLA resolution timelines - Timely escalation of unresolved issues within defined timelines - Accurate ticket logging, categorization, and updates in JIRA - Effective first-line troubleshooting and resolution - Compliance with ticket lifecycle (New, In Progress, On Hold, Resolved) - Ability to prioritize incidents based on impact and urgency **Physical & Work Requirements** - Ability to handle and move IT equipment when needed - Willing to work on-site in Bengaluru - Comfortable working in a fast-paced environment **Nice to Have** - Relevant IT certifications - Exposure to automation or scripting - Interest in AI-driven IT support *Missing one or two of these qualifications? We still want to hear from you! If you bring a positive mindset, we'll provide an environment where you feel valued and empowered to learn and grow.* **We offer:** - **Stable employment.** On the market since 2008, 1500+ talents currently on board in 7 global sites. - **“Office as an option” model.** You can choose to work remotely or in the office, depending on your location. - **Flexibility regarding working hours and your preferred form of contract.** - **Comprehensive online onboarding program with a “Buddy” from day 1.** - **Cooperation with top-tier engineers and experts.** - **Unlimited access to the Udemy** **learning platform** from day 1. - **Certificate training programs.** Lingarians earn 500+ technology certificates yearly. - **Upskilling support.** Capability development programs, Competency Centers, knowledge sharing sessions, community webinars, 110+ training opportunities yearly. - **Internal Gallup Certified Strengths Coach** to support your growth. - **Grow as we grow as a company.** 76% of our managers are internal promotions. - **A diverse, inclusive, and values-driven community.** - **Autonomy to choose the way you work.** We trust your ideas. - **Create our community together.** Refer your friends to receive bonuses. - Activities to support your **well-being and health.** - **Plenty of opportunities to donate to charities and support the environment.** - **Modern office equipment.** Purchased for you or available to borrow, depending on your location.