IT Support Specialist
Check Point Software Technologies · Bengaluru, KA, in ·
- Work mode
- Hybrid
- Category
- Support
- Experience
- 3+ years
Job Summary
We are seeking a customer-focused IT Support Specialist to provide technical support for employees across a global organization. The role involves supporting modern workplace technologies, resolving IT incidents, managing user access, and ensuring an excellent end-user experience. The successful candidate will support users through phone, email, chat, and remote support channels while working in a rotational shift environment, including night shifts.
Your Impact & Responsibilities
End User Support
Provide Level 1 and Level 2 IT support via phone, email, Teams, chat, and remote support tools.
Serve as the primary point of contact for technical incidents and service requests.
Handle global internal customer phone calls and deliver excellent customer service.
Meet established SLA and KPI targets.
Endpoint & Workplace Technologies
Support Windows, macOS, mobile devices, and endpoint management platforms.
Manage and troubleshoot Microsoft 365, Intune, Outlook, Teams, OneDrive, and SharePoint.
Configure workstations, software, peripherals, and mobile devices.
Identity & Access Management
Manage user accounts, permissions, MFA, and access requests using Entra ID (Azure AD) and Active Directory.
Support onboarding, employee transfers, and offboarding activities.
Incident & Service Management
Log, track, troubleshoot, and resolve incidents using ITSM tools.
Escalate complex issues while maintaining ownership and communication.
Perform root cause analysis and contribute to service improvements.
Knowledge Management & Automation
Create and maintain SOPs, knowledge base articles, and user guides.
Promote self-service support and knowledge sharing.
Identify opportunities for automation using Power Platform, AI, and modern workplace technologies.
Security & Compliance
Follow IT security policies, compliance requirements, and audit procedures.
Support endpoint security, software compliance, and asset governance.
Maintain accurate documentation and records.
Shift Requirements
Work in rotational shifts, including night shifts, weekends, and holidays as required.
Support follow-the-sun operations across APAC, EMEA, and Americas.
Your Knowledge & Skills
Required
3-5 years of experience in IT Helpdesk, Service Desk, Desktop Support, or Technical Support.
Strong knowledge of Windows 10/11, Microsoft 365, and endpoint troubleshooting.
Experience with Active Directory, Entra ID (Azure AD), MFA, and access management.
Understanding of TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
Experience using ITSM platforms such as Jira, ServiceNow, or similar tools.
Strong troubleshooting, analytical, and multitasking skills.
Excellent verbal and written English communication skills.
Customer-focused mindset with the ability to work independently in a fast-paced environment.
Preferred
Experience with Microsoft Intune, Autopilot, and endpoint management solutions.
Knowledge of Power Automate, Power Apps, Copilot, and AI-enabled support tools.
Experience supporting macOS and Linux environments.
ITIL certification or equivalent service management experience.
Experience supporting global users in a multinational organisation.