Specialist

About The Role

Consilio is seeking a Specialist, IT Support to join our team in Bengaluru / Bangalore, India. This role is crucial for providing first-level technical assistance to our users.

Job Summary

As an L1 Technician, you will be the primary point of contact for users requiring technical assistance. Your responsibilities will include performing basic troubleshooting, resolving routine issues, and escalating complex problems to specialized support teams.

Key Responsibilities

• Respond promptly to help desk tickets, calls, and chatbot inquiries via Service Desk and SNOW platforms.
• Diagnose and resolve common IT issues using established procedures and knowledge base articles.
• Perform initial troubleshooting for hardware, software applications, operating system errors, and network connectivity problems, escalating as needed.
• Guide users through step-by-step solutions and provide basic training on various IT systems and applications.
• Maintain accurate and detailed records of troubleshooting steps, resolutions, and system configurations within the ticketing system and knowledge base.
• Demonstrate a foundational understanding of Software as a Service (SaaS) concepts.
• Manage user accounts, including creation, modification, and deactivation, in SaaS platforms such as Office 365 and ServiceNow.
• Administer user permissions and access rights for various SaaS applications and resources.
• Address and resolve common user issues related to SaaS applications, including login problems, application errors, and basic feature usage inquiries.
• Provide initial support for Office 365 services such as Email, OneDrive, Teams, and SharePoint, including basic configuration and troubleshooting.
• Escalate complex or unresolved issues to L2 or L3 support teams according to established procedures.
• Assist with scheduled maintenance activities and smoke testing as required.
• Adhere to standard operating procedures and escalation paths.
• Deliver exceptional customer service and maintain clear communication.
• Participate in daily standup meetings and provide updates on issue statuses.

Qualifications and Experience

Minimum Education Requirements

• At least 1 year of experience in a helpdesk or IT support role.
• Familiarity with ticketing systems like ServiceNow and Service Desk.
• Basic understanding of SaaS concepts and platforms.
• Strong communication and customer service skills.
• Ability to work independently and collaboratively.
• An A+ or similar certification is considered a plus.

Mandatory Experience

• A minimum of 1 year of experience in IT, support, customer service, or a related technical field.
• Proficiency with operating systems (Windows & Mac), Microsoft 365, and Active Directory.
• Excellent problem-solving and communication skills, with the ability to clearly explain resolution steps.
• A fast learner capable of quickly mastering new workflows, applications, and security policies.

Preferred Skills

• Experience in eDiscovery is preferred but not required.

Why Join Consilio?

• Be part of a collaborative and innovative work environment.
• Opportunities for professional growth and development.
• Receive a competitive salary and benefits package.
• Contribute to the advancement of our software development processes.

Consilio's Core Values

Our 'True North' values guide our actions and define our culture:

• Client Experience: Listen actively to understand needs, clearly define success, take accountability, and go the extra mile to create meaningful moments.
• Collaboration: Treat everyone with respect, embrace diverse perspectives, partner across all geographies, generations, and teams, and rally around collective decisions.
• Innovation: Foster continuous curiosity, challenge the status quo, embrace experimentation and learning from failures, and build for the future.
• Grit: Maintain focus on priorities, work with passion and persistence, think like an owner, and deliver results that inspire pride.

Consilio, LLC is an Equal Employment Opportunity/Affirmative Action Employer committed to diversity and inclusion.