Technical Support Expert

1 day ago


Thiruvananthapuram, Kerala, India beBeeSupport Full time ₹ 80,00,000 - ₹ 1,20,00,000
Senior IT Support Specialist

This role plays a pivotal part in delivering exceptional service and support to our global user base.

Main Responsibilities
  • Provide top-notch service as a senior point of contact for IT support requests via phone, email, and chat.
  • Troubleshoot and resolve complex technical issues involving hardware, software, networking, and enterprise applications.
  • Own and drive resolution for high-impact and escalated issues, ensuring clear communication and timely follow-through.
  • Mentor and support junior agents by sharing best practices, troubleshooting techniques, and knowledge resources.
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.
Preferred Qualifications
  • Experience using ServiceDesk Plus, ServiceNow, or other ITSM platforms.
  • Familiarity with scripting, log analysis, or endpoint management tools.

Key Performance Indicators:

  • First-call resolution rate.
  • Customer satisfaction ratings.
  • Issue resolution time.


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