IT Technical Support Specialist

1 week ago

nagpur, India beBeeHelp Full time

Technical Support SpecialistWe are seeking an experienced and skilled Technical Support Specialist to provide technical assistance to our users via phone, email, chat, or ticketing system as first response.The ideal candidate will be responsible for 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, participating in continuous improvement initiatives and IT service optimization projects.Main Responsibilities:Provide timely and effective technical assistance to users via various communication channels.Monitor and supervise monitoring tools to ensure optimal system performance.Detect and resolve technical issues, requests, or inquiries in a prompt and professional manner.Evaluate and escalate unresolved incidents to higher support levels following established protocols.Accurately document all incidents, service requests, and actions in the ITSM system.Track and follow up on open tickets until successful resolution and closure.Maintain accurate and detailed documentation of incidents, troubleshooting steps, and known errors.Contribute to the development and maintenance of the knowledge base and standard operating procedures.Identify recurring issues and propose proactive solutions to prevent future occurrences.Ensure adherence to Service Level Agreements (SLAs) and deliver high-quality services.Participate in ongoing process improvements and IT service optimization initiatives.Required Skills and Qualifications:Excellent verbal and written communication skills.Strong problem-solving and analytical thinking abilities.Ability to work under pressure and manage multiple tasks simultaneously.Effective collaboration and teamwork skills with other support levels.High attention to detail and accuracy in documentation.Willingness to continuously learn and grow in IT infrastructure and service management.Bachelor's Degree in Computer Science, Information Systems, or related field.Ticketing tool expertise - Jira Service Desk knowledge is a plus.Minimum 2-3 years of experience in technical support or a related field.

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