Technical Support Specialist

4 days ago

Bengaluru, Karnataka, India beBeeTechnical Full time ₹ 80,00,000 - ₹ 1,20,00,000
Job Title: Technical Support Specialist

The key role of a Technical Support Specialist is to act as the bridge between clients and our organization's systems or applications.

This position involves various responsibilities:

  • Providing comprehensive training sessions for new hires and existing service desk staff on ITIL processes, service desk tools, technical troubleshooting, security practices, and soft skills (communication, problem-solving, customer handling).
  • Collaborating with Subject Matter Experts to ensure training content aligns with current processes, technologies, and organizational policies.
  • Identifying skill gaps through monitoring, feedback, and Quality Assurance reports; providing targeted coaching and mentoring.
  • Maintaining adherence to Service Level Agreements, incident management best practices, and information security policies.
  • Gathering feedback from trainees and stakeholders to refine training content and methodologies.

Key Skills and Qualifications:

  • Proficiency in Service Desk Management as a trainer
  • Solid understanding of incident management processes
  • Experience with ITSM tools such as ServiceNow, BMC Remedy, and other ticketing systems
  • Hands-on knowledge of Microsoft 365 (O365), MS Office Suite, Active Directory, and general hardware/software troubleshooting
  • Understanding of Service Level Agreements (SLAs) and ticket lifecycle
  • Excellent verbal communication skills with a neutral accent
  • Strong written communication skills, including proper email etiquette
  • Effective problem-solving and analytical skills
  • Strong customer service orientation
  • Ability to stay calm and composed under pressure, especially while handling irate customers and managing high call volumes

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