IT Support Professional

3 days ago

Thoothukudi, Tamil Nadu, India beBeeServiceDesk Full time ₹ 10,00,000 - ₹ 17,50,000
Job Overview

We are seeking a seasoned IT professional to fill the role of Senior Service Desk Agent. As a key member of our technical support team, you will play a pivotal role in delivering exceptional end-to-end IT support to our global user base.

Key Responsibilities
  • Serve as a senior point of contact for IT support requests via phone, email, and chat, demonstrating 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
  • At least 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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