Global IT Technical Support Specialist

13 hours ago

Hyderabad, Telangana, India beBeeHelpDesk Full time ₹ 9,00,000 - ₹ 12,00,000

The role of an IT Support Specialist requires acting as the primary point of contact for all internal IT support issues. This position focuses on providing frontline technical assistance to a global user base across multiple time zones and technologies, with emphasis on macOS, Windows, and SaaS tools.

This specialist will be responsible for logging and managing tickets via Salesforce Service Cloud, responding promptly, and delivering an exceptional end-user experience.

Key Responsibilities:
  • Technical Assistance: Serve as the first point of contact for all IT-related queries, incidents, and requests via Salesforce Service Cloud.
  • Troubleshooting: Resolve hardware and software issues related to Office 365, VPN, RDP, internet/network connectivity, printing, conference room equipment, and endpoint configurations.
  • Escalation: Forward unresolved technical issues to L2/L3 support based on standard SLAs.
  • Documentation: Record all actions, communications, and outcomes in the ticketing system.
Requirements:
  • Bachelor's Degree in Computer Science or Information Technology.
  • Minimum 3 years of experience in an IT Helpdesk or Desktop Support role.
  • User-friendly demeanor with an empathetic approach.
  • Ability to collaborate effectively with cross-functional teams across different regions.
  • Strong problem-solving skills with proactive, patient, and calm under pressure approach.
  • Flexibility to work across various time zones.
Technical Qualifications:
  • Familiarity with ticketing systems like Salesforce Service Cloud, Jira, or ServiceNow.
  • Operating Systems: Proficient in Windows 10/11, Windows Servers, and macOS (intermediate level).
  • ITSM Tools: Experience with Salesforce Service Cloud (required), Jira, Remedy.
  • Collaboration Tools: Microsoft 365, Teams, OneDrive, Zoom, Slack.
  • User Access: Knowledge of Active Directory, Azure AD, MFA tools.
  • Endpoint Security: Familiarity with antivirus, phishing alerts, and endpoint monitoring basics.

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