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Technical Support Specialist

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Noida, Uttar Pradesh, India beBeeTechnician Full time ₹ 12,00,000 - ₹ 17,00,000

Job Title: Technical Support Specialist

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The Role of the IT Support Engineer involves handling escalated technical support incidents, which cannot be resolved by L1 support. This role requires deeper troubleshooting of hardware, software, network, and server issues, supporting business-critical applications, and ensuring timely resolution of problems.

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This position collaborates with L3 teams and may contribute to infrastructure maintenance, system upgrades, and process improvements.

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The key responsibilities of this role include:

  • Handling escalated support requests from L1, ensuring timely resolution within SLAs.
  • Troubleshooting intermediate to complex issues involving desktops, laptops, operating systems, printers, and mobile devices.
  • Administering and supporting Active Directory, DNS, DHCP, Group Policies, and user account management.
  • Providing support for enterprise applications (e.g., Outlook, Office 365, collaboration tools, antivirus systems).
  • Performing installation, configuration, and maintenance of hardware and software systems.
  • Managing remote and on-site support for end-users across locations.
  • Monitoring system performance and assisting with proactive maintenance activities.
  • Collaborating with L3 teams for unresolved issues or infrastructure-related tasks.
  • Maintaining accurate documentation of issues, solutions, asset inventory, and configurations.
  • Creating and maintaining technical documentation, SOPs, and knowledge base articles.
  • Assisting in software patching, security updates, and compliance activities.
  • Participating in IT projects including migrations, deployments, and audits.
  • Training and mentoring L1 support staff when needed.

Required Skills and Qualifications:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 3-5 years of experience in IT support or infrastructure roles.
  • Strong understanding of Windows OS (client and server editions), Office 365, and AD.
  • Good knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN, VLANs).
  • Familiarity with endpoint security tools and system backup solutions.
  • Experience with remote desktop tools (RDP, TeamViewer, AnyDesk, etc.).
  • Proficiency with ticketing tools such as ServiceNow, JIRA, Freshservice, or Zendesk.
  • Strong problem-solving skills and ability to work under pressure.
  • Excellent communication and documentation skills.

Preferred Qualifications:

  • Microsoft Certifications (MCP, MCSA, or equivalent)
  • ITIL v3/v4 Foundation Certification
  • Exposure to virtualization platforms (VMware, Hyper-V)
  • Basic PowerShell scripting knowledge
  • Experience with cloud platforms like Microsoft Azure or AWS
  • Familiarity with monitoring tools (e.g., SolarWinds, PRTG)