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Company Description
RCS EMS Private Limited provides specialized engineering support to PCB manufacturing and assembly facilities in the United States. The company focuses on delivering reliable, high-quality technical services that help clients optimize production efficiency and product performance. Team members work closely with international partners, gaining exposure to advanced manufacturing technologies and global industry standards. RCS EMS offers opportunities to build expertise in electronics, PCB processes, and engineering support in a professional and collaborative environment.
Position Overview
The IT Service Desk & Level 1 Support Specialist will serve as an extension of the internal IT team, providing live user support, remote troubleshooting, ticket management, and basic infrastructure monitoring.
The primary responsibility is to provide a responsive and professional first point of contact for employees, resolve Level 1 issues when possible, and ensure issues requiring additional expertise are properly documented and routed to the appropriate Level 2 or Level 3 IT team.
Key Responsibilities
Service Desk & User Support
- Provide live Service Desk phone support.
- Provide remote troubleshooting and resolution of common Level 1 IT issues.
- Create, update, and maintain accurate Service Desk tickets.
- Monitor the Service Desk queue and respond to incoming requests in a timely manner.
- Follow established troubleshooting procedures and knowledge-base documentation.
- Provide clear communication to users regarding ticket status and next steps.
- Other duties as assigned.
Incident Triage & Escalation
- Triage, categorize, and prioritize incidents and service requests.
- Resolve issues within the scope of Level 1 support.
- Properly document troubleshooting steps and relevant information.
- Route unresolved issues to the appropriate Level 2 or Level 3 IT support team.
- Immediately escalate critical or business-impacting issues according to established procedures.
- Monitor escalated tickets to ensure appropriate handoff and ownership.
Infrastructure & Backup Monitoring
- Monitor alerts for designated infrastructure, including:
- Windows servers
- Network devices and connectivity
- Infrastructure services
- Business applications
- Synology backups
- Arcserve backups
- Validate and document actionable alerts.
- Notify the appropriate system owner or internal IT team member when an alert requires attention.
- Escalate critical outages, system failures, or backup issues according to established procedures.
- Maintain tickets and documentation for significant alerts and incidents.
User Account Support
- Perform authorized Level 1 Active Directory account unlocks.
- Perform authorized password resets.
- Provide basic account and access troubleshooting.
- Escalate issues requiring higher-level identity or access administration.
Qualifications
- Strong Technical Support and Troubleshooting skills, with the ability to diagnose and resolve common IT issues.
- Knowledge of Information Technology fundamentals, including operating systems, basic networking, and standard office applications.
- Experience or familiarity with IT Service Management practices, such as ticketing systems and incident management workflows.
- Demonstrated Customer Service abilities, including clear communication, empathy, and professional phone and email etiquette.
- Relevant education such as a diploma or degree in IT, Computer Science, or a related field, or equivalent practical experience.
- Ability to work on-site in Ahmedabad and collaborate effectively with local and remote teams.
- Strong documentation skills and attention to detail when recording issues, actions, and resolutions.
- Willingness to learn, adapt to new tools and technologies, and follow established security and compliance guidelines.
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