Technical Support Specialist

24 hours ago

Kannur, Kerala, India beBeeService Full time ₹ 50,00,000 - ₹ 1,00,00,000
Job Overview

This role encompasses delivering exceptional, end-to-end IT support to a global user base. As a senior technical resource and trusted problem solver, you will resolve complex issues and elevate the performance of the Service Desk by modeling excellence in execution, documentation, and customer care.

You will contribute to a 24x7 environment, supporting a scalable, user-focused, and continuously improving support experience. To be successful, you will bring deep technical knowledge, sound judgment, and a passion for service, helping shift from reactive support to proactive, trusted partnerships with the business.

Key Responsibilities
  • Serve as a Senior Point of Contact: Handle IT support requests via various channels with a calm, confident, and user-centered approach.
  • Troubleshoot and Resolve: A wide range of technical issues involving hardware, software, networking, and enterprise applications.
  • Own and Drive Resolution: High-impact and escalated issues, ensuring clear communication and timely follow-through.
  • Document All Activities: IT Service Management platform with precision and completeness.
  • Mentor and Support Junior Agents: Share best practices, troubleshooting techniques, and knowledge resources.
  • Create, Refine, and Review: Knowledge base articles to improve team consistency and issue resolution quality.
  • Use Remote Support Tools: Conduct advanced diagnostics and root cause analysis.
  • Provide Guidance: Users across varying levels of technical literacy, adapting communication style accordingly.
  • Support Incident Prioritization: Assessing urgency, impact, and recurrence trends.
  • Champion Service Standards: Driving consistency and accountability across the team.
  • Identify and Recommend Improvements: Tools, processes, and workflows to increase efficiency and service reliability.
  • Collaborate with Tier 2/3 Teams: Ensure seamless handoffs and reduce time-to-resolution.
  • Provide Support for Conferencing and AV Technologies: Microsoft Teams and Zoom.
  • Participate in Proactive Maintenance: System checks, and readiness tasks.
  • Handle Multiple Requests: Professionally and with urgency, while maintaining high-quality user engagement.
Requirements
  • 3+ years of experience in a technical support or service desk environment.
  • Strong understanding of Windows operating systems, enterprise software, and end-user hardware.
  • Proficient with Microsoft 365 (Outlook, Teams, Excel, SharePoint) and remote troubleshooting tools.
  • Experience with Active Directory, account administration, and access troubleshooting.
  • Solid foundational networking knowledge (DNS, DHCP, VPN, IP troubleshooting).
  • Excellent documentation, organizational, and ticket-handling skills.
  • Effective communicator with the ability to guide and de-escalate users in high-pressure situations.
  • Demonstrated ability to take ownership of issues from intake through resolution.
  • Passion for learning, improvement, and delivering exceptional service.
Benefits
  • Opportunity to work in a dynamic, fast-paced environment.
  • Professional growth and development opportunities.
  • Chance to make a meaningful impact on our customers' experiences.
About This Role
  • This is a rotational shift position covering 24x7 operations, including nights, weekends, and holidays.
  • Must be comfortable working in a high-volume support environment.
  • Expected to take initiative in knowledge sharing and continuous improvement activities.
  • Committed to ongoing professional development and system/process training.

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