Technical Support Specialist

23 hours ago

Noida, Uttar Pradesh, India beBeeProblemSolver Full time ₹ 9,00,000 - ₹ 12,00,000
Job Description:
  • Process and resolve technical issues received through various channels, such as calls, emails, chats, and tickets.
  • Accurately document all incidents and problems using established reporting methods.
  • Provide timely and effective first-line fixes or escalate complex issues to higher-level teams as needed.
  • Maintain adherence to ITIL standards and the company's quality management system.
  • Record all interactions in the Service Desk Call Logging system.
  • Develop strong knowledge of computer hardware, IT infrastructure, printers, Microsoft Office products, and network components.
  • Evaluate and escalate tickets to Level 2 and Level 3 teams appropriately and track resolution progress.
  • Demonstrate experience in handling international client relationships.

Key Responsibilities:

  • Excellent communication skills (written and verbal) for effective issue resolution and stakeholder management.
  • Timely response to all incidents, outages, and performance alerts, categorizing issues for escalation when necessary.
  • Identify and diagnose technical issues and problems with proficiency.
  • Categorize and record reported queries and provide solutions efficiently.
  • Offer advice on appropriate courses of action to users.
  • Monitor issues from initiation to resolution.
  • Escalate unresolved problems to a higher level of support if required.
  • Deliver essential online security guidance and support.
  • Ability to work under pressure, manage tight deadlines, and adapt to changing expectations or requirements with a proven track record of operational process improvement.
  • Ensure timely follow-up with cross-functional teams via email, phone, and collaboration platforms.

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