Bold Business

Tier 1 IT Support Specialist

Bold Business

full-time

Posted on:

Location Type: Remote

Location: India

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Job Level

Junior

Tech Stack

AzureDNSMacOSVoIP

About the role

  • Act as the first point of contact for users via ticketing system, email, and VOIP/phone
  • Log, categorize, and prioritize tickets in Jira Service Management according to SLAs
  • Perform initial troubleshooting using standardized runbooks and guided questions
  • Resolve common Level 1 issues on first contact whenever possible
  • Clearly document all actions, symptoms, and steps taken in the ticket
  • Create, modify, and disable user accounts in Microsoft 365 / Azure AD and Google Workspace
  • Process standard access requests following least‑privilege guidelines and approval workflows
  • Assist with basic password resets, MFA enrollment, and sign‑in troubleshooting
  • Provide Level 1 support for Windows and macOS endpoints under management
  • Perform basic checks using RMM tools such as NinjaOne
  • Guide users through standard troubleshooting steps
  • Log hardware and device details to support IT asset management tools
  • Perform initial triage for issues related to Zscaler ZIA/ZPA and security agents
  • Provide first‑line support for VOIP and contact‑center tools such as Ring Central
  • Update and maintain clear documentation and knowledge base articles
  • Collaborate closely with Tier 2 engineers and other teams when escalating issues

Requirements

  • 1–2+ years of experience in an IT support/helpdesk or service desk role (MSP experience is a plus)
  • Hands‑on experience with at least one of the following: Microsoft 365 / Azure AD / Intune (basic), Google Workspace (basic)
  • Comfortable working from a ticket queue and meeting response and resolution SLAs
  • Good understanding of core IT concepts: user accounts, groups, permissions; basic networking (DNS, VPN, Wi‑Fi, latency vs bandwidth); endpoint fundamentals for Windows and/or macOS
  • Strong written and verbal communication skills in English
  • Customer‑centric mindset with the ability to stay calm and professional under pressure
  • Willingness to work in a remote, multi‑time‑zone support environment, including possible shift work if required.
Benefits
  • 100% remote role with flexible hours and global collaboration
  • Competitive salary, professional development and certification support
  • Opportunity to grow toward a Tier 2 IT Support Specialist role focused on security, Zscaler, and automation
  • Exposure to a modern, multi‑tenant MSP tech stack and global client base
  • Collaborative remote culture with continuous learning and process improvement
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingticketing systemuser account managementbasic networkingWindows supportmacOS supportMFA enrollmentRMM toolsZscaler ZIAZscaler ZPA
Soft Skills
communication skillscustomer-centric mindsetcalm under pressurecollaborationproblem-solving