IT Operations Specialist

1 week ago

kozhikode, India beBeeSkillset Full time

IT Support SpecialistWe are seeking a highly skilled and experienced IT Support Specialist to join our team. This is a remote position that requires the candidate to work independently, with minimal supervision.Key Responsibilities:Ticket & Incident Management:Record and log incoming tickets in the IT service management 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.Team Leadership:Supervise a remote team of Service Desk Engineers (L1/L2).Balance workloads across the team and provide shift coverage planning.Mentor, coach, and conduct regular performance reviews.Act as the first point of escalation for complex tickets.Operations & Reporting:Track SLA performance and ensure timely resolution.Produce daily/weekly ticket and performance reports.Highlight recurring incidents for problem management.Suggest automation and workflow improvements.Requirements & QualificationsMust-Have:4–6 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 IT service management systems (e.g., Freshservice, ServiceNow, Zendesk).Strong decision-making skills for ticket routing and resource dispatching.Excellent English communication (written & verbal).BenefitsFully Remote: Work from anywhere.Flexible Schedule: Aligned with UAE business hours.Training & Certifications: Support available for growth.Clear Growth Path: Opportunities toward Service Desk Manager or Service Delivery Manager roles.

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