High-Tech Support Specialist

4 days ago

Belgaum, Karnataka, India beBeeTechnical Full time US$ 1,00,000 - US$ 1,20,000
Service Technician L2: A Key Role in Our Organization

We're seeking a highly skilled Service Technician L2 to join our team. As a key member of our organization, you will play a critical role in providing technical support and ensuring the smooth operation of our systems.

This position requires advanced knowledge and experience in solving complex technology issues, as well as expertise in hardware, software, networking, and support processes or procedures.

About the Role

The Senior Service Technician will be responsible for:

  • Oversight of service staff activities and services, if needed
  • Providing training to other Service Technicians on solving advanced technical problems and inquiries
  • Referring problems and inquiries to experienced technical staff or leadership, as necessary
  • Basic through advanced training to Team Members, as required
  • Analyzing statistical information within the ITSM tool to ensure report accuracy and data integrity
  • Maintenance of the ITSM KB of problems and resolutions, utilizing the Service staff to research and solve problems
  • Acting as a subject matter expert on primary support product lines
  • Seeking opportunities for growth through automation, innovation, and process improvement
  • Assisting IT leadership and other IT technical staff in developing departmental guidelines and operating procedures
  • Establishing priorities on Service tickets based on established departmental guidelines and procedures
  • Creating and administering new Team Member accounts, passwords, and privileges/rights, as assigned and directed by system administrators
  • Acting as a liaison between all IT verticals
  • Better understanding of Video Conferencing and Audio-Visual hardware and applications
Key Responsibilities

The Service Technician will be responsible for:

  • Responding to Team Member questions and inquiries via telephone, email, web, and other communication methods in a timely manner
  • Entering, assigning, and tracking service requests in the ITSM system
  • Referring service issues to IT leadership
  • Providing technical support and working with team members to resolve Team Member hardware and software problems or questions
  • Communicating, analyzing, and troubleshooting Team Member problems and providing proper solutions or remedies
  • Properly documenting problem tickets into the ITSM System
  • Following up and communicating ticket information to Team Members when appropriate
  • Performing computer imaging and installation, as needed
  • Working closely with other IT staff to acquire additional technical and nontechnical knowledge
Requirements

To be successful in this role, you will need:

  • Advanced knowledge and experience in solving complex technology issues
  • Expertise in hardware, software, networking, and support processes or procedures
  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal skills
  • Able to work independently and as part of a team
What We Offer

In return for your expertise and hard work, we offer:

  • A competitive salary and benefits package
  • Opportunities for career growth and development
  • A dynamic and supportive work environment
  • Recognition and reward for outstanding performance

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