Technical Support Specialist L1 Job at Gruve technologies

Gruve is hiring for the role of Technical Support Specialist L1!

Responsibilities of the Candidate:

• Act as the first point of contact for all IT-related issues and service requests via phone, email, and ticketing systems.
• Troubleshoot and resolve common technical problems across macOS and Windows environments.
• Provide support for corporate hardware including laptops, desktops, printers, and peripherals.
• Assist users with Google Workspace applications and internal business systems.
• Perform user account management activities such as password resets, access provisioning, and role-based permissions.
• Troubleshoot conferencing tools and meeting-room technologies including video, audio, and collaboration hardware.
• Escalate complex technical issues to Tier 2 support with proper documentation and follow-up.
• Maintain accurate records of incidents, resolutions, and procedures in the ticketing system to build a knowledge base.
• Support onboarding and offboarding activities including system setup and access provisioning.
• Assist with IT asset management, software installations, and inventory tracking.

Requirements:

• 1+ years of experience in IT helpdesk, desktop support, or technical support roles.
• Hands-on experience supporting Windows and macOS environments.
• Knowledge of user authentication systems and experience handling access requests.
• Familiarity with Google Workspace or similar cloud collaboration tools.
• Strong customer service mindset with the ability to clearly explain technical concepts to non-technical users.
• Good troubleshooting, analytical, and organizational skills.
• Ability to prioritise tasks and work in a fast-paced support environment.