Senior IT Support Specialist

2 weeks ago

Morādābād, Uttar Pradesh, India beBeeITSupport Full time ₹ 10,00,000 - ₹ 15,00,000

Job Title: Senior IT Support Specialist

We are seeking a highly skilled and experienced Senior IT Support Specialist to join our team. As a key member of our technical support group, you will play a pivotal role in delivering exceptional service to our global user base.

Key Responsibilities:

  • Provide timely and effective support to users via phone, email, and chat, with a focus on excellent communication skills and empathy.
  • Troubleshoot and resolve complex technical issues involving hardware, software, networking, and enterprise applications.
  • Document all activities in the IT Service Management platform with precision and completeness.
  • Mentor and support junior agents by sharing best practices, troubleshooting techniques, and knowledge resources.
  • Create, refine, and review knowledge base articles to improve team consistency and issue resolution quality.
  • Use remote support tools to conduct advanced diagnostics and root cause analysis.
  • Collaborate with Tier 2/3 teams and other IT functions to ensure seamless handoffs and reduce time-to-resolution.
  • Participate in proactive maintenance, system checks, and readiness tasks.

Requirements:

  • Minimum 3 years of experience in a technical support or service desk environment.
  • Strong understanding of Windows operating systems, enterprise software, and end-user hardware.
  • Proficient with Microsoft 365 (Outlook, Teams, Excel, SharePoint) and remote troubleshooting tools.
  • Experience with Active Directory, account administration, and access troubleshooting.
  • Solid foundational networking knowledge (DNS, DHCP, VPN, IP troubleshooting).
  • Excellent documentation, organizational, and ticket-handling skills.
  • Effective communicator with the ability to guide and de-escalate users in high-pressure situations.
  • Demonstrated ability to take ownership of issues from intake through resolution.

Preferred Qualifications:

  • Experience using ServiceDesk Plus, ServiceNow, or other ITSM platforms.
  • Familiarity with scripting, log analysis, or endpoint management tools.
  • Knowledge of AV and conferencing platforms (Teams, Zoom, Webex).

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