L1 IT Specialist

🔥 37 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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JoVE

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2006

📚 Education

🔬 Science

Education • Science

JoVE is a video-first platform that produces and distributes peer-reviewed scientific and educational video content demonstrating laboratory methods, experiments, and science concepts. Used by universities, research institutions, and companies, JoVE provides thousands of protocol videos and educational products (JoVE Journal, JoVE Science Education, JoVE Core, JoVE Lab Manual, etc. ) to support research reproducibility and science teaching across life sciences, physical sciences, engineering, and related fields.

📋 Description

• Provide Level 1 technical support through the ticketing system, remote support channels, and hands-on/deskside support when applicable • Troubleshoot and resolve hardware, software, operating system, peripheral, printing, audio/video, and connectivity issues • Set up, configure, deploy, replace, and maintain end-user equipment • Support Windows and macOS environments, productivity applications, browsers, email, collaboration tools, and remote-access tools • Diagnose basic network and connectivity issues involving Wi-Fi, VPN, TCP/IP, DNS, and DHCP, escalating infrastructure issues when required • Support employee onboarding and offboarding, including device preparation, account provisioning/deprovisioning, access changes, software installation, and equipment recovery • Perform routine user and access administration, including password resets, MFA enrollment, group membership, distribution lists, licenses, and approved permissions • Support and troubleshoot business phone/VoIP systems, including provisioning, setup, call-quality issues, and basic configuration • Log, prioritize, update, and resolve support tickets within established SLAs; maintain troubleshooting and escalation documentation • Maintain IT asset and inventory records • Follow IT security, access-control, data-protection, change-management, and support procedures; escalate suspected security issues • Create and maintain support documentation, knowledge-base articles, setup instructions, and troubleshooting procedures • Coordinate hardware repairs, warranty/vendor support, and equipment replacements; perform other assigned IT support duties

🎯 Requirements

• 3+ years of demonstrable experience in IT help desk, desktop support, deskside support, or a similar end-user technical support role • Strong troubleshooting skills for laptops, desktops, operating systems, applications, peripherals, and common end-user technology issues • Working knowledge of Windows 10/11 and macOS, with the ability to install, configure, update, and troubleshoot end-user devices • Working knowledge of Microsoft 365 and Google Workspace applications and common collaboration tools • Ability to diagnose basic network and remote-access issues involving Wi-Fi, VPN, TCP/IP, DNS, and DHCP • Experience with employee onboarding/offboarding, device deployment, account administration, MFA, permissions, and software installation • Experience with ticketing/ITSM platforms such as Zendesk, Jira Service Management, ServiceNow, or Salesforce • Strong customer-service mindset with excellent verbal and written English communication skills • Ability to explain technical concepts and troubleshooting steps clearly to both technical and non-technical users • Strong attention to detail, documentation habits, prioritization skills, and ability to manage multiple support requests • Basic understanding of IT service-management concepts, SLAs, KPIs, escalation practices, and frameworks such as ITIL • Ability to work independently on routine incidents while recognizing when an issue should be escalated • Computer Science, Information Technology, or related degree/diploma, or equivalent practical experience • Google Admin Console / Google Workspace administration • Microsoft 365 Admin Center / Entra ID user and access administration • Slack Admin Console • Mac and Windows Support

🏖️ Benefits

• A competitive compensation package including unlimited commissions on your sales • Direct impact in accelerating science research and education • Opportunity to work with global teams and in an environment that promotes innovation and collaboration • Strong promotion from within culture with a clear path to advance your career