High-Tech Support Specialist

2 weeks ago

Hyderabad, Telangana, India beBeeTechnical Full time ₹ 8,00,000 - ₹ 12,00,000
Job Description

As a Senior Service Desk Agent, you play a pivotal role in delivering high-quality IT support to our global user base.

You are a technical resource and problem solver, someone who resolves complex issues while elevating the Service Desk's performance through excellence in execution, documentation, and customer care.

Key Responsibilities:
  • Serve as a senior point of contact for IT support requests via phone, email, and chat with a calm and user-centered approach.
  • Troubleshoot and resolve technical issues involving hardware, software, networking, and enterprise applications.
  • Own and drive resolution for high-impact and escalated issues, ensuring clear communication and timely follow-through.
  • Document activities in the IT Service Management platform with precision and completeness.
  • Mentor junior agents by sharing best practices, troubleshooting techniques, and knowledge resources.
  • Create, refine, and review knowledge base articles to improve team consistency and issue resolution quality.
  • Use remote support tools for advanced diagnostics and root cause analysis.
  • Provide guidance to users across varying levels of technical literacy, adapting communication style accordingly.
  • Support incident prioritization by assessing urgency, impact, and recurrence trends.
  • Champion service standards, driving consistency and accountability across the team.
  • Identify and recommend improvements in tools, processes, and workflows to increase efficiency and service reliability.
  • Collaborate with Tier 2/3 teams and other IT functions for seamless handoffs and reduced time-to-resolution.
Required Skills and Qualifications
  • Technical expertise in hardware, software, networking, and enterprise applications.
  • Excellent communication and interpersonal skills.
  • Ability to work in a fast-paced environment and prioritize tasks effectively.
  • Strong problem-solving and analytical skills.
  • Experience with IT service management platforms and remote support tools.
Benefits

This is an excellent opportunity to join a dynamic team and contribute to the delivery of exceptional IT support services. As a Senior Service Desk Agent, you will have the chance to develop your technical skills, work with cutting-edge technologies, and make a meaningful impact on our users' experience.

Others

We offer a competitive salary and benefits package, as well as opportunities for career growth and professional development. If you are a motivated and experienced IT professional looking for a new challenge, we encourage you to apply.

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