Technical Support Specialist

8 hours ago

Bengaluru, Karnataka, India beBeeSupport Full time ₹ 5,00,000 - ₹ 8,00,000

Job Description

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The Technical Support Specialist serves as the primary point of contact for end-users seeking technical assistance. This role involves handling incoming calls professionally, documenting user requests accurately in the incident tracking system, and resolving technical issues efficiently within the scope of access and experience.

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Key Responsibilities:

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  • Respond to incoming support calls and document user requests accurately in the incident tracking system.">
  • Provide first-level support for issues related to hardware, Microsoft Windows and Office products, desktop applications, business software tools, and network connectivity.">
  • Troubleshoot and resolve user-reported incidents efficiently within the scope of access and experience.">
  • Collaborate with internal support teams to minimize unnecessary escalations and apply known solutions.">
  • Evaluate the necessity of escalated incidents and ensure accurate documentation is provided to the appropriate Level 2 or Level 3 support teams.">
  • Participate in setting and achieving performance goals aligned with Service Desk metrics and SLAs.">
  • Contribute to continuous improvement by providing guidance to peers, helping standardize troubleshooting procedures, and documenting knowledge gained.">
  • Maintain service quality, adhere to deadlines, and prioritize tasks effectively.">
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Required Skills and Qualifications:

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Education: Any Bachelor's degree or equivalent work experience.

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  • ">
  • Bachelor's degree in Computer Science, Information Technology, or a related field.">
  • Equivalent work experience in IT support, technical services, or a related field.">
  • Possess excellent communication, problem-solving, and interpersonal skills.">
  • Demonstrate ability to learn new technologies and adapt to changing priorities.">
  • Proficient in MS Office applications, particularly Word, Excel, and Outlook.">
  • Familiarity with IT service management principles and practices.">
  • Knowledge of network fundamentals, security protocols, and data backup procedures.">
  • Ability to work independently and collaboratively as part of a team.">
  • Strong analytical and troubleshooting skills.">
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Benefits:

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This role offers a challenging and rewarding environment with opportunities for growth and professional development. The ideal candidate will be motivated, proactive, and committed to delivering exceptional customer service.

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Others:

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This role does not involve Level 2 and Level 3 technical support, code-level enhancements, software development, hardware break/fix services, device backups, installation or deployment of production servers, changes or updates to external systems, or support for Epic application or account-related inquiries.

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Role Overview:

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The Technical Support Specialist plays a critical role in maintaining high levels of customer satisfaction and service quality. By providing timely and effective technical support, this role contributes significantly to the organization's success and reputation.

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Industry Type: IT Services & Consulting

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Employment Type: Full Time, Permanent

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Role Category: IT Network

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Education Requirement: Any Graduate

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Postgraduate Requirement: Any Postgraduate

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