Lead Technical Support Specialist
9 hours ago
We are seeking a skilled Technical Support Specialist to join our team.
The ideal candidate will have 3-4 years of experience in a technical support role and a strong understanding of IT infrastructure, operating systems (Windows/Linux), networking concepts, and database fundamentals.
The successful candidate will be responsible for delivering timely and effective technical support to internal and external users, troubleshooting and resolving complex issues related to our products/services.
Key Responsibilities:
- Deliver timely and effective technical support to internal and external users, troubleshooting and resolving complex issues related to our products/services.
- Act as a primary point of contact for reported incidents during the night shift, accurately documenting, prioritizing, and escalating issues as needed.
- Diagnose and resolve technical problems efficiently, utilizing your expertise and available resources. This includes working with databases, analyzing logs, and running scripts.
- Monitor system performance and health, proactively identifying potential issues and taking corrective actions to prevent downtime.
- Create and maintain comprehensive documentation, including troubleshooting guides, FAQs, and knowledge base articles, to improve resolution times and empower users.
- Work closely with other support teams, development teams, and relevant stakeholders to ensure seamless handovers and consistent support delivery.
- Ensure all support activities adhere to defined Service Level Agreements (SLAs) and operational procedures.
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