Senior Technical Support Analyst

16 hours ago

Varanasi, Uttar Pradesh, India beBeeITSupport Full time ₹ 6,00,000 - ₹ 12,00,000
Technical Support Specialist

We are seeking an exceptional technical support specialist to join our team. This role involves providing top-notch technical assistance and maintaining a stable IT environment for our employees.

This position requires troubleshooting basic technical problems, escalating complex issues to higher-level support, and delivering outstanding customer service.

We are looking for an individual with excellent communication and interpersonal skills, who can troubleshoot and resolve technical issues efficiently, and possesses a customer-centric mindset with a focus on providing positive user experiences.

The successful candidate will have a strong understanding of Mac Systems, Windows systems, Google Administration, and Google Workspace Applications, as well as basic knowledge of network fundamentals (TCP/IP, DNS, VPN).

Main Responsibilities:

  • Providing initial technical support to end-users.
  • Logging, categorizing, and prioritizing all incoming IT support tickets in the ticketing system.
  • Performing troubleshooting of hardware, software, applications, and network connectivity issues.
  • Assisting users with password resets, account unlocks, and basic application support.
  • Escalating complex or unresolved issues to L2 engineers with detailed notes and logs.
  • Maintaining accurate and up-to-date documentation of IT procedures and solutions.
  • Educating users on common IT issues and best practices.
  • Participating in on-call rotation as required.
  • Contributing to continuous improvement initiatives for service desk operations.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).
  • 2+ years of experience in an IT service desk role.

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