Senior Technical Support Professional

2 days ago

Salem, Tamil Nadu, India beBeeTechnical Full time ₹ 90,00,000 - ₹ 1,20,00,000
Job Title: Technical Support SpecialistJob Description:

We are seeking a skilled Technical Support Specialist to join our team. The ideal candidate will be proficient in troubleshooting, configuring, and maintaining various devices across Windows, Mac, and cloud environments for multiple clients and their end-users.

The successful candidate will provide exceptional support via remote tools, manage support tickets, and contribute to a fast-paced environment. A strong proficiency in Office 365 configuration and troubleshooting is required, along with solid documentation practices.

Key Responsibilities:
  • Technical Support & Troubleshooting:
    • Provide technical support for Windows & Mac platforms across multiple clients and client-site locations.
    • Troubleshoot and resolve complex issues related to O365, Windows, Mac OS, networking, hardware, and software configurations.
    • Utilize remote support tools to connect to end-user devices and efficiently resolve issues in a timely manner.
    • Assist in diagnosing, repairing, and troubleshooting system-level problems for client devices and environments.
  • Ticket Management & Documentation:
    • Effectively manage and update support tickets in the ticketing system, ensuring timely resolution and proper escalation when necessary.
    • Maintain comprehensive, accurate documentation for all troubleshooting steps, resolutions, and procedures.
    • Track recurring issues and collaborate with senior engineers for resolution and continuous improvement of support processes.
  • System Configuration & Maintenance:
    • Configure and maintain Office 365 applications, including Exchange, SharePoint, Teams, and OneDrive.
    • Perform regular system and application updates, patch management, and preventive maintenance on client devices and networks.
    • Use checklists and planning skills for maintenance activities to ensure smooth operations and minimal service disruption.

Collaboration & Client Interaction:

  • Collaborate with NOC and SOC teams to escalate and resolve critical incidents affecting client systems or network security.
  • Provide clear communication to end-users during troubleshooting and resolution, ensuring they are informed of progress and outcomes.
  • Serve as a liaison between the Help Desk and more advanced support levels (L3), escalating issues as required.
Requirements:
  • Cloud Infrastructure & Security Awareness:
    • Support clients with cloud-based infrastructure, including Azure, AWS, and cloud environments.
    • Ensure client devices are configured securely, implementing security best practices in coordination with SOC teams.

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