Technical Support Specialist L1 (Contract)
About Gruve
Gruve is an innovative software services startup dedicated to transforming enterprises to AI powerhouses. We specialize in cybersecurity, customer experience, cloud infrastructure, and advanced technologies such as Large Language Models (LLMs). Our mission is to assist our customers in their business strategies utilizing their data to make more intelligent decisions. As a well-funded early-stage startup, Gruve offers a dynamic environment with strong customer and partner networks.
Position Summary:
We are seeking a customer-focused and technically skilled Technical Support Specialist - Level 1 to join our IT support function. This role serves as the first point of contact for employees requiring technical assistance and focuses on delivering timely, effective, and user-friendly support across hardware, software, and systems. The ideal candidate is a proactive problem-solver with strong communication skills and a passion for providing excellent technical support in a fast-paced environment.
Key Responsibilities:
- 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.
Basic Qualifications:
- 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 prioritize tasks and work in a fast-paced support environment.
Preferred Qualifications:
- Experience using ticketing systems such as Jira, ServiceNow, Zendesk, or equivalent tools.
- CompTIA A+, IT Support certifications, or equivalent technical credentials.
- Basic understanding of networking, hardware troubleshooting, and endpoint security concepts.
Why Gruve
At Gruve, we foster a culture of innovation, collaboration, and continuous learning. We are committed to building a diverse and inclusive workplace where everyone can thrive and contribute their best work. If you’re passionate about technology and eager to make an impact, we’d love to hear from you.
Gruve is an equal opportunity employer. We welcome applicants from all backgrounds and thank all who apply; however, only those selected for an interview will be contacted.