Technical Support Specialist

6 hours ago

belgaum, India beBeeProfessional Full time

IT Support SpecialistWe are seeking a proactive Remote IT Support Specialist to oversee and coordinate overseas IT operations. This role involves hands-on ticket management, smart ticket routing, and team leadership to ensure timely, efficient, and customer-focused IT support.The IT Team Leader will log, track, and assign tickets, make routing decisions (remote vs onsite dispatch vs escalation), and ensure smooth operations of the service desk.Record and log incoming tickets in the ITSM/ticketing system.Monitor and manage the service desk queue in real time.Assign tickets to the right engineers based on skills, workload, and availability.Apply smart routing logic (L1 L2 L3 escalation vendor coordination or dispatch to onsite).Make transportation/dispatch decisions for onsite support engineers when required.Ensure tickets are updated with proper notes resolutions and closure comments.Key ResponsibilitiesTicket & Incident ManagementTicket & Incident ManagementTicket & Incident ManagementTeam LeadershipOperations & ReportingCustomer ServiceRequirements & QualificationsMust-Have4–6 years of IT support/service desk experience.Prior Team Lead / Supervisor experience in IT Service Desk.Strong knowledge of Microsoft 365 Windows/macOS networking basics and endpoint tools.Hands-on experience with ITSM/ticketing systems e.g Freshservice Servicenow Zendesk.Strong decision-making skills for ticket routing and resource dispatching.Excellent English communication written & verbal.Nice-to-HaveMSP / Managed IT Services background.ITIL Foundation certification.Familiarity with RMM and automation tools.Benefits Fully Remote work from anywhere. Flexible schedule aligned with UAE business hours.Training & certifications support.Clear growth path toward Service Desk Manager or Service Delivery Manager.Job RequirementsThis is an exciting opportunity for an experienced IT professional looking to take their career to the next level. The successful candidate will have excellent communication and problem-solving skills, as well as strong technical knowledge of IT systems and tools.Experience in IT Service Management.Knowledge of ITIL framework.Familiarity with ITSM tools.To apply for this role, please submit your resume and a cover letter outlining your qualifications and experience.About UsWe are a leading provider of IT services and solutions. Our company values innovation, teamwork, and customer satisfaction.If you are a motivated and talented individual looking for a new challenge, we encourage you to apply for this exciting opportunity.

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