IT Infrastructure Support Specialist

2 weeks ago

Kottayam, Kerala, India beBeeTroubleshooter Full time ₹ 9,00,000 - ₹ 12,00,000

Our organization is seeking an experienced IT Support Specialist to join our fast-paced NOC, SOC, and Help Desk division.

Job Description:

The ideal candidate will be skilled in troubleshooting, configuring, and maintaining a variety of devices across Windows, Mac, and cloud environments for multiple clients and their end-users.

You will provide exceptional support via remote tools, manage support tickets, and contribute to a highly collaborative environment. A strong proficiency in Office 365 configuration and troubleshooting is required, along with solid documentation practices.

This role involves providing technical support & troubleshooting services, managing ticket queues, and maintaining comprehensive documentation of all troubleshooting steps, resolutions, and procedures.

We are looking for someone who can utilize various technologies to troubleshoot complex issues related to O365, Windows, Mac OS, networking, hardware, and software configurations.

Key Responsibilities:
  • Technical Support & Troubleshooting:
    • Provide L2 support for Windows & Mac platforms across multiple clients and client-site locations.
    • Troubleshoot and resolve complex issues related to O365, Windows, Mac OS, networking, hardware, and software configurations.
    • Utilize remote support tools to connect to end-user devices and efficiently resolve issues in a timely manner.
    • Assist in diagnosing, repairing, and troubleshooting system-level problems for client devices and environments.
  • Ticket Management & Documentation:
    • Effectively manage and update support tickets in the ticketing system, ensuring timely resolution and proper escalation when necessary.
    • Maintain comprehensive, accurate documentation for all troubleshooting steps, resolutions, and procedures.
    • Track recurring issues and collaborate with senior engineers for resolution and continuous improvement of support processes.
  • System Configuration & Maintenance:
    • Configure and maintain Office 365 applications, including Exchange, SharePoint, Teams, and OneDrive.
    • Perform regular system and application updates, patch management, and preventive maintenance on client devices and networks.
    • Use checklists and planning skills for maintenance activities to ensure smooth operations and minimal service disruption.
  • Collaboration & Client Interaction:
    • Collaborate with the NOC and SOC teams to escalate and resolve critical incidents affecting client systems or network security.
    • Provide clear, effective communication to end-users during troubleshooting and resolution, ensuring they are informed of progress and outcomes.
    • Serve as a liaison between the Help Desk and more advanced support levels (L3), escalating issues as required.

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