Advanced Technical Support Specialist

20 hours ago

Bengaluru, Karnataka, India beBeeTechnical Full time ₹ 14,40,000 - ₹ 21,60,000
Job Overview

Technical Support Role

This technical support position is designed to provide advanced assistance with technology issues and ensure the smooth operation of our systems.

As a key member of our team, you will work closely with IT leadership to develop guidelines and procedures for service delivery.

Key Responsibilities:

  • Respond to inquiries from team members via various communication methods in a timely manner.
  • Enter, assign, and track service requests in our ITSM system.
  • Refer complex service issues to IT leadership for resolution.
  • Provide technical support to team members, including troubleshooting hardware and software problems.
  • Communicate and analyze issues to provide effective solutions or remedies.
  • Document problem tickets into the ITSM System.
  • Collaborate with other IT staff to provide feedback and support to team members.
  • Update service database information as needed.
  • Follow up and communicate ticket information to team members when necessary.
  • Perform computer imaging and installation tasks as required.
  • Adhere to established service departmental guidelines and operating procedures.

Required Skills and Qualifications:

  • Minimum 4 years of experience in a related technical support field.
  • Strong working knowledge of accounting applications, such as CCH Engagement, Thomson GoSystem Tax, XCM, TaxCaddy, and SurePrep (desired).
  • Experience supporting end-users in a Microsoft environment.
  • Strong working knowledge of but not limited to – Microsoft Products including Teams, Microsoft 365, OneDrive, SharePoint, and Outlook.
  • Associate degree in an IT-related field or combination of education and technical training required.
  • Windows 10/11, CompTIA A+, or CompTIA Network+ or Microsoft Azure certification.
  • Experience troubleshooting computer and mobile device hardware.
  • Foundational knowledge in video conferencing and audio-visual hardware.
  • Understanding of networking fundamentals.
  • Understanding of Basic ITIL Process, SLA, Priority & Severity Matrix.
  • Self-motivated and dedicated to continual personal and professional improvement.
  • Strong verbal and written communication skills are imperative for documentation and the translation of technical subjects to non-technical staff.
  • Ability to work extended hours when required.
  • Ability to lift up to 50lbs.
  • Experience working in a public accounting, or other professional services, firm a plus.
  • Willingness to travel to remote offices as needed.

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