Senior Technical Support Expert

3 days ago

Hyderabad Secunderabad Telangana, India beBeeProblem Full time ₹ 1,04,000 - ₹ 1,30,878
Technical Support Specialist

This is a challenging role that requires individuals with excellent technical skills and problem-solving abilities.

Job Description:

We are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for delivering advanced technical support to end-users.

The primary focus of this role will be to resolve complex technical issues remotely, ensuring timely and effective solutions.

You will collaborate closely with other teams to gather initial information and escalate issues to higher-level support teams when necessary.

Key Responsibilities:

  • Provide Tier II contact and incident resolution to customers with 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.
  • Provide excellent customer service while assisting end-users with technical inquiries and issues.
  • Communicate effectively with both technical and non-technical users to gather information and explain solutions.
  • Collaborate with other teams to gather initial information and escalate issues to higher-level support teams when necessary.
  • Document and communicate escalated issues clearly to facilitate efficient problem resolution.
  • Maintain accurate and detailed records of technical issues, solutions provided, and any follow-up actions taken.

Required Skills and Qualifications:

  • A full-time technical graduate with 3 to 5 years of experience in IT operations or Technical Service Desk.
  • Excellent logical probing, understanding, and troubleshooting skills.
  • Experience in working on ticketing system tools like Jira, Service Now, or Remedy.
  • Exceptional English written and verbal communication skills.
  • Technical awareness with the ability to match resources to technical issues appropriately.
  • Fair knowledge and experience on Windows OS, AD, G Suite, MS Office User Administration, etc.

Benefits:

This role offers the opportunity to work in a fast-paced environment with a talented team of professionals.

You will have the chance to develop your skills and expertise in a dynamic and supportive environment.

Additionally, you will have access to ongoing training and development opportunities to help you achieve your career goals.

Other Requirements:

  • Able to work independently and think critically.
  • Strong analytical skills.
  • Excellent customer service skills, with the ability to de-escalate issues.
  • Strong relationship-building skills, with the ability to network and work well with remote stakeholders.

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