Technical Support Specialist

1 day ago

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

IT Service Desk Engineer Role

This IT Service Desk Engineer role is designed to provide initial technical support to end-users, troubleshoot basic technical problems and escalate complex issues to higher-level support.

The engineer will be the first point of contact for all IT-related issues and requests. This involves providing technical assistance via various communication channels, logging and categorizing incoming tickets and prioritizing them based on severity and urgency.

Key Responsibilities:

  • Provide technical support to end-users via phone, email or chat.
  • Log and categorize all incoming IT support tickets in the ticketing system.
  • Troubleshoot hardware, software, applications and network connectivity issues.
  • Assist users with password resets, account unlocks and basic application support.
  • Escalate complex or unresolved issues to senior engineers with detailed notes and logs.
  • Document and maintain accurate up-to-date documentation of IT procedures and solutions.
  • Educate users on common IT issues and best practices.
  • Participate in on-call rotation as required.
  • Contribute to continuous improvement initiatives for service desk operations.

Required Skills and 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.
  • Strong understanding of systems, Windows, Google Administration and Google Workspace Applications.
  • Basic knowledge of network fundamentals (TCP/IP, DNS).
  • Excellent communication and interpersonal skills.
  • Ability to troubleshoot and resolve technical issues efficiently.
  • Customer-centric mindset with a focus on providing positive user experiences.
  • Ability to work independently and as part of a team.

Preferred Qualifications:

  • ITIL Foundation certification would be a plus.
  • Experience with ITSM tools.
  • Familiarity with remote support tools.

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