Technical Support Specialist

5 days ago

Gurgaon, Haryana, India beBeeSupport Full time ₹ 90,00,000 - ₹ 1,20,00,000
Job Description

Our ideal candidate is a collaborative team player who can support a remote workforce at all levels of the organization. They must possess exceptional analytical, communication, and follow-up skills along with a drive to learn and emphasize customer support.

We are seeking a skilled technical professional who can serve as a point of contact for users seeking technical assistance. The successful candidate will process and respond to incoming tickets to ensure courteous, timely, and effective resolution of incidents and requests.

Responsibilities include troubleshooting and determining best solutions, providing accurate, thorough, and clear communication to users. The ideal candidate will also escalate unresolved issues to the appropriate level of the IT Operations team and properly record incident actions and follow-up details into the IT ticketing system.

  • Provide troubleshooting and technical support for Windows and macOS laptops.
  • Provide troubleshooting and technical support for Microsoft 365 desktop and web applications.
  • Provide troubleshooting and technical support for cloud applications and productivity tools.
  • Provide on-site support for office technology such as copiers, printers, wireless, Audio Video Conferencing, phones, etc.

The Sr Desktop Support Engineer will assist with on-site troubleshooting and maintenance of office technology and infrastructure projects under the direction of the IT Operations team. They will also assist with the creation of user accounts and setting up new users, as well as password resets, multi-factor authentication, and user account management.

Additionally, the successful candidate will create and maintain user-facing knowledge management documentation on procedures, solutions, and how-to guides.

Required Skills and Qualifications
  • 10 years in a desktop support and leadership role.
  • Proficient technical support skills with Microsoft 365, laptop hardware, Windows 10, macOS, iOS, and Android devices.
  • Experience with ServiceNow or JIRA.
  • Prior exposure to remote support tools such as Bomgar.
  • Experience with Mobile Device Management tools such as Intune and endpoint security tools such as Carbon Black.
  • Capable of supporting VOIP teleconferencing systems and communications tools such as Webex or Microsoft Teams.
  • Ability to troubleshoot and support infrastructure such as wireless, multi-function copiers, AV, and networking.
Benefits

Medical, Dental, and Vision Insurance

401(k)

Paid company holidays

Paid time off

Paid parental and caregiver leave

Plus more

Why AHEAD

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between. We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab by encouraging cross department training and development and sponsoring certifications and credentials for continued learning.

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