Expert Technical Resolution Specialist

7 days ago

Hyderabad Secunderabad Telangana, India beBeeSupport Full time ₹ 1,04,000 - ₹ 1,30,878

Advanced Technical Support Specialist

The role of Advanced Technical Support Specialist involves delivering timely and effective solutions to complex technical issues. This requires a collaborative approach with Tier 1 support and higher-level teams, ensuring seamless coverage for all office users and remote workers.

  • Provide incident resolution and contact for customers experiencing hardware, software, and application problems.
  • Diagnose and resolve complex technical issues related to hardware, software, and network infrastructure.
  • Utilize remote tools and techniques to troubleshoot and resolve problems efficiently.
  • Communicate effectively with technical and non-technical users to gather information and explain solutions.
  • Collaborate with Tier 1 support to gather initial information and escalate issues when necessary.
  • Document and communicate escalated issues clearly for efficient problem resolution.
  • Maintain accurate records of technical issues, solutions provided, and follow-up actions based on ITIL best practices.
  • Contribute to knowledge base articles for Tier 1 support and self-service resolution.
  • Proficiently use remote support tools and technologies to access and troubleshoot user systems.
  • Stay updated on the latest remote support tools and technologies.
  • Work collaboratively with other support teams and system administrators to address complex challenges.
  • Participate in team meetings to improve overall support effectiveness.
  • Provide guidance and mentorship to Tier 1 support personnel.
  • Stay informed about industry trends and technologies, and share knowledge with the team.
  • Troubleshoot simple issues using Knowledge Base for first call resolution.
Requirements
  • Full-time Technical Graduate required.
  • Experience in IT operations or Technical Service Desk with global customer-facing experience.
  • Good logical probing, understanding, and troubleshooting skills.
  • Experience working with ticketing system tools is beneficial.
  • Exceptional English written and verbal communication skills.
  • Technical awareness and ability to match resources to technical issues.
  • Familiarity with Windows OS, AD, G Suite, MS Office User Administration.
  • Understanding of incidents, service requests, and major incidents.
  • Self-motivated and able to work independently in a fast-paced environment.
  • Strong analytical skills.
  • Excellent customer service skills and de-escalation abilities.
  • Strong relationship-building skills and collaboration skills.
  • Understanding of process management.
  • Typing speed of at least 25-30 words per minute.
  • Multilingualism is a bonus but not compulsory.

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