It Support jobs in India

Job Summary:We are looking for a proactive L1 Support & IT Monitoring professional to oversee IT systems, monitor infrastructure health, and provide first-level troubleshooting. The ideal candidate will have a keen eye for issue detection, basic troubleshooting skills, and the ability to escalate incidents efficiently.

Key Responsibilities:Monitoring & Incident Management:

• Continuously monitor IT infrastructure, servers, networks, and applications using monitoring tools.
• Detect and analyze alerts, ensuring timely resolution or escalation.
• Log, categorize, and track incidents in the ticketing system.
• Escalate unresolved issues to L2/L3 teams based on severity and impact.

L1 Technical Support:

• Handle basic troubleshooting for hardware, software, network, and system issues.
• Assist users with login issues, connectivity problems, and common software queries.
• Reset passwords, manage user access, and resolve minor IT service requests.
• Perform initial analysis of logs and alerts before escalating.

Documentation & Reporting:

• Maintain logs of system health, alerts, and resolutions.
• Prepare daily/weekly reports on incidents and system performance.
• Update knowledge base articles for frequently occurring issues.

Key Skills & Qualifications:Technical Skills:

• Basic knowledge of Windows/Linux operating systems.
• Familiarity with network troubleshooting (IP, DNS, VPN, etc.).
• Exposure to IT monitoring tools (e.g., Dynatrace, Kibana, Nagios, SolarWinds, Zabbix, etc.).
• Knowledge of ticketing tools like ServiceNow, JIRA, or Remedy.
• Understanding of cloud environments (AWS/Azure) is a plus.

Soft Skills:

• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to work in a shift-based environment, including nights/weekends.
• Quick learner with a proactive mindset.

Preferred Qualifications:

• Education: Bachelor's degree/Diploma in IT, Computer Science, or related field.
• Certifications: ITIL Foundation, CCNA (preferred but not mandatory).
• Experience: 1-3 years in IT support, monitoring, or helpdesk roles.

Job scope covers:-

• Vendor management
• Help with Facilities tasks onsite - e.g. working with Building Management
• Assist Office management / Facilities
• Fluent in both written and spoken English / Hindi
• Ability to work independently
• Experience in IT Asset Management
• Knowledge in both Apple and Microsoft operating systems and hardware
• Ticket Management: Prioritizing emergency tickets effectively.
• Time Management: Demonstrating proficiency in identifying high-priority tasks, focusing on them, and ensuring timely completion.
• Customer-Centric Approach: Consistently focused on enhancing the customer experience.
• Problem-Solving Skills: Capable of autonomous learning and collaborating with teams to address the root causes of issues, as opposed to merely providing temporary fixes.
• Technical Proficiency: Possessing comprehensive knowledge in hardware, software, and laptop operating systems, enabling efficient troubleshooting of arising problems.
• Initiative: Proactively eager to acquire new knowledge and skills.
• Documentation: Skilled in identifying gaps in existing documentation and adept at updating or creating the necessary documentation to fill those gaps.
• Experience with Audio and Visual equipment when running event / webinar (Plus)
• ITIL Certification (Plus)

Endpoint / user computing experience (Plus

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