Service Support Specialist

16 hours ago

Amrāvati, Maharashtra, India beBeeSupport Full time US$ 90,000 - US$ 1,20,000
Job Title: Service Support Specialist

We are seeking an experienced Service Support Specialist to join our team. As a key member of our IT department, you will be responsible for providing technical support and resolving complex issues related to hardware, software, and networking.

Responsibilities:

  • Provide exceptional customer service and respond to inquiries via telephone, email, web, and other communication methods in a timely manner.
  • Enter, assign, and track service requests in the ITSM system.
  • Refer service issues to leadership and provide technical support to resolve Team Member hardware and software problems or questions.
  • Communicate, analyze, and troubleshoot Team Member problems and provide proper solutions or remedies.

Requirements:

  • Minimum 4 years working experience in a related support service field.
  • Strong working knowledge of accounting applications such as CCH Engagement, Thomson GoSystem Tax, XCM, TaxCaddy, and SurePrep is desired.
  • Experience supporting end-users in a Microsoft environment.
  • Strong working knowledge of but not limited to - Microsoft Products including Teams, Microsoft 365, OneDrive, SharePoint, and Outlook.
  • Associate degree in an IT-related field or combination of education and technical training is required.
  • Windows 10/11, CompTIA A+, or CompTIA Network+ or Microsoft Azure certification is preferred.
  • Experience troubleshooting computer and mobile device hardware is essential.
  • Foundational knowledge in video conferencing and audio-visual hardware is beneficial.
  • Understanding of networking fundamentals is necessary.
  • Understanding of Basic ITIL Process, SLA, Priority & Severity Matrix is required.
  • Self-motivated and dedicated to continual personal and professional improvement is crucial.
  • Strong verbal and written communication skills are imperative for documentation and the translation of technical subjects to non-technical staff.
  • Ability to work extended hours when required is essential.
  • Ability to lift up to 50lbs is required.
  • Experience working in a public accounting or other professional services firm is a plus.
  • Willingness to travel to remote offices as needed is beneficial.

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