Tech Support Specialist

2 weeks ago


nadiad, India beBeeTechSupport Full time

Job Overview:The Tech Support Specialist will provide expert technical assistance to users via phone, email, chat, or ticketing system as first response. This includes supervising monitoring tools, diagnosing and resolving incidents, requests, or inquiries, escalating unresolved incidents to higher support levels following escalation protocols, logging all incidents, service requests, and actions in the ITSM system, tracking and following up on open tickets until resolution and closure, maintaining accurate documentation of incidents, troubleshooting steps, and known errors, contributing to the knowledge base and standard operating procedures, identifying recurring issues and proposing preventive solutions, ensuring SLA compliance and high-quality service delivery, and participating in continuous improvement initiatives and IT service optimization projects.Key Responsibilities:Deliver Technical AssistanceMonitor System PerformanceAnalyze and Resolve IssuesElevate Unresolved IncidentsRecord Incidents and Service RequestsTrack Open CasesMaintain Accurate RecordsEnhance Knowledge BaseIdentify Recurring ProblemsAchieve SLA Compliance



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