Support Specialist - L1

Job Description

Job_Description":" Job Summary We are seeking a highly motivated individual to join our team as an EUC Corporate Hardware Coordinator and Customer Support Specialist. In this role, you will be responsible for managing hardware activities for all GEO regions, including coordination of hardware returns, shipments, replacements, etc. Additionally, you will provide customer support and service request enhancements with a main focus on providing access and permissions to systems and applications. Responsibilities: First point of contact for IT-related queries and hardware issues. Provide basic troubleshooting for laptops, desktops, printers, scanners, and other IT peripherals. Handle software installations, updates, and basic configuration (e.g., MS Office, Outlook, VPN clients, Antivirus). Respond to incidents and service requests logged via the ticketing system, ensuring timely acknowledgment and resolution within SLAs. Diagnose and troubleshoot hardware failures (RAM, HDD, Motherboard, Network Adapters, etc.). Assist in setting up and maintaining IT equipment, including desktops, laptops, monitors, docking stations, etc.. Perform asset tagging, inventory management, and hardware audits. Coordinate with vendors for hardware repairs and warranty claims. Support with password resets, account lockouts, and profile configurations in Active Directory/Azure AD. Assist with user onboarding/offboarding processes configuring new joiner systems, creating accounts, and decommissioning old hardware. Basic troubleshooting of LAN, WiFi connectivity issues. Coordinate with the Network Team for escalations if required. Ensure proper configuration of IP, DNS, and Proxy settings on user systems. Maintain incident logs, issue tracking sheets, and resolution documents. Contribute to the knowledge base by documenting fixes for recurring issues. Provide regular reports to team leads on ticket volumes, resolution times, and common issues. Requirements Basic understanding of Windows OS, Mac OS (if applicable), and common applications. Good knowledge of desktop/laptop hardware components. Familiarity with Active Directory and basic user administration. Basic understanding of LAN/WAN, IP addressing, DNS, and VPN. Strong communication and interpersonal skills for remote and on-site support. Ability to work under pressure and manage multiple tickets simultaneously. Experience with ITSM tools (ServiceNow, Jira, etc.) Basic troubleshooting of printers, scanners, and conferencing equipment. Awareness of ITIL processes (Incident Management, Request Fulfillment). Knowledge of remote support tools (AnyDesk, TeamViewer, SCCM, Intune). Diploma / Bachelors degree in IT, Computer Science, or related field. CompTIA A+ , ITIL v4 Foundation Benefits Health insurance coverage for self, spouse and kids. Retirement savings plan with employer matching contributions. Opportunities for professional development and advancement within the organization. ","