Technical Support Specialist

2 weeks ago

Palakkad, Kerala, India beBeeHelpdesk Full time ₹ 9,00,000 - ₹ 12,00,000
About the Role:

This is a fantastic opportunity to leverage your technical expertise and excellent communication skills in a dynamic IT environment. As an IT Service Desk Analyst, you will be the primary point of contact for all IT-related queries and incidents, providing timely support and resolving issues with precision.

Your Responsibilities:
  • Respond to and resolve technical issues via phone, email, or ticketing system.
  • Deliver top-notch technical support in French and English for hardware, software, network, and application problems.
  • Troubleshoot and resolve incidents within agreed service level agreements (SLA) timelines or escalate to relevant teams when necessary.
  • Maintain accurate records of incidents and requests in our Service Management tool.
  • Adhere to standard procedures for proper escalation of unresolved issues.
  • Collaborate with other IT teams to ensure seamless service delivery.
  • Contribute to the creation and maintenance of technical documentation and knowledge base articles.
  • Support remote users and ensure the proper functioning of VPN, remote desktops, and other remote access tools.
Requirements:

To excel in this role, you will need:
  • Fluency in both French and English (written and spoken).
  • A proven track record in a Service Desk / IT Support position (1–6 years preferred).
  • A solid understanding of Windows OS, Microsoft Office Suite, Active Directory, and basic networking concepts.
  • Familiarity with IT Service Management (ITSM) tools such as ServiceNow, BMC Remedy, or similar platforms.
  • Excellent problem-solving and analytical skills.
  • Strong interpersonal and communication abilities.
  • The ability to work effectively in a fast-paced, team-oriented environment.
  • Flexibility to work shifts or weekends if required.

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