Technical Support Specialist

4 days ago


bhavnagar, India beBeeSupport Full time

Technical Support SpecialistAs a technical support specialist, you will provide first-level support to users via phone, email, chat, or ticketing system. You will monitor and diagnose incidents, requests or inquiries, and resolve them efficiently.Provide technical assistance to users via various communication channels as first response.Monitor and diagnose incidents, requests or inquiries using monitoring tools.Resolve incidents, requests or inquiries in a timely manner.Escalate unresolved incidents to higher support levels following established protocols.Log all incidents, service requests, and actions in the IT service management system.Track and follow up on open tickets until resolution and closure.Maintain accurate documentation of incidents, troubleshooting steps, and known errors.Contribute to knowledge base development and standard operating procedures.Identify recurring issues and propose preventive solutions.Ensure compliance with service level agreements and deliver high-quality support services.Requirements:Excellent communication and customer service skills.Strong problem-solving and analytical thinking abilities.Ability to work under pressure and manage multiple tasks.Collaboration with other support levels and teams.High attention to detail and documentation accuracy.Willingness to learn and grow in technical support and service management.Relevant vocational training or bachelor's degree in computer science, information systems, or related field.Experience with ticketing tools, preferably Jira Service Desk.Minimum 2-3 years of experience in technical support.



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