Expert Technical Support Professional

6 days ago

Bengaluru, Karnataka, India beBeeTechnical Full time ₹ 1,04,000 - ₹ 1,30,878
IT Support Specialist

We are seeking a skilled IT support specialist to join our organization. The ideal candidate will be responsible for providing expert technical knowledge to maintain endpoint devices and applications.

This role focuses on solving and troubleshooting technical issues in end-user support, managing the resolution process, and ensuring a high level of customer satisfaction.

Main Responsibilities & Tasks
  • Respond to technical issues as they arise, escalating to appropriate parties when necessary and ensuring timely resolution.
  • Work closely with other infrastructure and operations teams to resolve complex customer issues.
  • Maintain staffing levels to ensure peak performance across various time zones and global regions.
  • Recognize trends in support tickets and proactively alert management of potential major incidents.
  • Keep first-level support agents informed of the latest knowledge articles and technologies.
Required Skills & Qualifications
  • Proven experience handling phone- and chat-based IT support in a fast-paced environment.
  • Familiarity and experience using an ITSM tool, preferably ServiceNow.
  • An ITIL Foundation certification is preferred.
Desirable Skills
  • Excellent call-handling and customer service skills.
  • Effective written and verbal communication skills in English.
  • Strong skills in Microsoft Office Suite (Excel, Word, PowerPoint).
  • The ability to analyze ticket trends and identify potential major incidents.
  • A proactive and results-oriented approach to problem-solving.

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