IT Support Specialist

4 days ago

Tiruppur, Tamil Nadu, India beBeeTechnical Full time ₹ 9,00,000 - ₹ 12,00,000

We are seeking an experienced IT professional to deliver exceptional technical support to our global user base. The successful candidate will be a trusted problem solver, resolving complex issues and elevating the performance of the Service Desk through excellence in execution, documentation, and customer care.

This role is part of our reimagined End User Services & Solutions organization, supporting a 24x7 global environment. You will bring deep technical knowledge, sound judgment, and a passion for service to help us shift from reactive support to a proactive, trusted partner for the business.

Key Responsibilities:

  • Serve as a senior point of contact for IT support requests via phone, email, and chat, with a calm, confident, and user-centered approach.
  • Troubleshoot and resolve a wide range of technical issues involving hardware, software, networking, and enterprise applications.
  • Own and drive resolution for high-impact and escalated issues, ensuring clear communication and timely follow-through.
  • 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.
  • Provide guidance to users across varying levels of technical literacy, adapting communication style accordingly.
  • Support incident prioritization by assessing urgency, impact, and recurrence trends.
  • Champion service standards, driving consistency and accountability across the team.
  • Identify and recommend improvements in tools, processes, and workflows to increase efficiency and service reliability.
  • Collaborate with Tier 2/3 teams and other IT functions to ensure seamless handoffs and reduce time-to-resolution.
  • Provide support for conferencing and AV technologies, including Microsoft Teams and Zoom.
  • Participate in proactive maintenance, system checks, and readiness tasks.
  • Handle multiple requests with professionalism and urgency, while maintaining high-quality user engagement.

Requirements:

  • 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.
  • Passion for learning, improvement, and delivering exceptional service.

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