IT Support Specialist

6 days ago

kanpur, India beBeeTechnical Full time

Job OverviewThis role is designed to provide top-notch technical assistance to users, leveraging various communication channels such as phone, email, chat, or ticketing systems.The successful candidate will be responsible for supervising monitoring tools, diagnosing and resolving incidents, requests, or inquiries in a timely manner.Incidents that cannot be resolved at this level will be escalated to higher support levels, adhering to established escalation protocols.The ideal candidate will maintain accurate documentation of incidents, troubleshooting steps, and known errors in our IT service management system.They will also contribute to the knowledge base and standard operating procedures, ensuring seamless service delivery and compliance with SLAs.Additionally, this position involves tracking and following up on open tickets until resolution and closure, identifying recurring issues, and proposing preventive solutions.By participating in continuous improvement initiatives and IT service optimization projects, the selected individual will play a vital role in enhancing our overall service quality.Key ResponsibilitiesProvide technical support to users via various communication channels.Supervise monitoring tools and diagnose/resolve incidents, requests, or inquiries.Escalate unresolved incidents according to established protocols.Maintain accurate documentation of incidents and troubleshooting steps.Contribute to knowledge base and standard operating procedures.Track and follow up on open tickets until resolution and closure.Identify recurring issues and propose preventive solutions.RequirementsExcellent communication and problem-solving skills.Able to work effectively in a team environment.Proficient in monitoring tools and IT service management systems.Ability to prioritize tasks and manage multiple projects simultaneously.Familiarity with incident management processes and escalation procedures.Basic knowledge of IT infrastructure and network concepts.What We OfferCompetitive salary and benefits package.Opportunities for professional growth and development.Collaborative and dynamic work environment.Recognition and rewards for outstanding performance.How to ApplyInterested candidates should submit their application along with a cover letter and resume.Applicants must meet the minimum requirements listed above.Only shortlisted candidates will be contacted for further evaluation.

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