Support Specialist (L1 Service Desk)

About the role

You will act as the first point of contact for all IT support requests, ensuring a smooth and helpful experience for every user. You will own the full ticket lifecycle in JIRA, from initial logging through to final resolution and clear documentation. This role requires you to troubleshoot common hardware, software, and basic network issues with patience and precision. You will support the daily deployment, setup, and configuration of IT equipment for colleagues across the organization. You are responsible for managing the accuracy and completeness of the asset inventory, including tracking, recovery, and responsible disposal. You will handle IT onboarding and offboarding tasks to ensure new team members are productive from day one. This position involves close coordination with vendors for procurement, repairs, and warranty claims to keep operations running. You will work collaboratively with HR and Finance to align on onboarding and asset management processes.

Key facts

What you'll do

• Act as the first point of contact for IT support requests across the organization.
• Log, categorize, prioritize, manage, and resolve tickets using JIRA Service Management.
• Troubleshoot hardware, software, and basic network issues at the first line of support.
• Support the deployment, setup, configuration, and verification of IT equipment and peripherals.
• Manage the complete IT asset lifecycle, including inventory tracking, recovery, and disposal procedures.
• Handle IT onboarding processes for new employees and offboarding processes for departing staff.
• Coordinate with vendors for procurement, repairs, warranty claims, and replacement logistics.
• Collaborate with HR and Finance teams on staffing changes, asset assignments, and compliance.
• Maintain accurate and up-to-date IT documentation following established ITSM processes and standards.
• Contribute to automation initiatives and AI-driven improvements in service delivery and ticket handling.
• Monitor key performance metrics such as SLA adherence for response and resolution times.
• Escalate unresolved issues promptly within defined timelines to ensure continuity of service.
• Ensure tickets are accurately logged, categorized, updated, and closed in the system.
• Promote information security and data protection practices in all user interactions and processes.

Requirements

You must hold a Bachelor's degree in Computer Science, IT, or a related field to be considered for this role. You need a minimum of 2 to 3 years of proven experience in an IT Service Desk or L1 Support position. You must have hands-on experience with ticketing tools, with JIRA Service Management being strongly preferred. You should possess a basic understanding of ITSM and ITIL practices and principles. You need familiarity with IT asset lifecycle management, including tracking, inventory, and disposal. You must be able to handle and move standard IT equipment safely when required. You are required to work on-site at the Bengaluru location as this role is not remote. You must be comfortable working in a fast-paced, dynamic office environment with shifting priorities. You should have strong written and verbal communication skills in English at a professional level. You need to be detail-oriented, organized, and capable of managing multiple tickets and competing priorities simultaneously. You must be able to work independently with minimal supervision while also functioning effectively as part of a team. You are required to adhere to established SLAs for response and resolution times based on ticket priority. You must follow the ticket lifecycle strictly, moving tickets through statuses such as New, In Progress, On Hold, and Resolved. You are expected to escalate issues within defined timelines when resolution is not immediately possible. You should maintain compliance with internal IT policies, security guidelines, and data protection standards at all times.

Nice to have

Relevant IT certifications such as CompTIA A+ or similar may be considered favorably. Exposure to automation tools, scripting, or process orchestration is preferred but not required. An interest in AI-driven IT support and emerging technologies that can enhance service delivery is encouraged.

Practical notes

This is a full-time on-site position based in Bellandur, Bengaluru, Karnataka. The role requires your physical presence at the office as defined in the job responsibilities. There may be occasional travel expectations within the defined operational scope. Employment is subject to standard onboarding, background checks, and compliance procedures. Candidates must meet all eligibility criteria and documentation requirements as per company policy.

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 one.

Cooperation with top-tier engineers and experts.

Unlimited access to the Udemy learning platform from day one.

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.