IT Support Specialist

1 week ago

Mysore, Karnataka, India beBeeTechnical Full time ₹ 9,00,000 - ₹ 12,00,000

Job Overview:

The IT Support Specialist is responsible for providing expert technical assistance to clients and their end-users. The role requires troubleshooting and resolving complex issues related to O365, Windows, Mac OS, networking, hardware, and software configurations.

Key Responsibilities:

  • Provide advanced technical support for Windows & Mac platforms across multiple clients and client-site locations
  • Troubleshoot and resolve complex issues related to O365, Windows, Mac OS, networking, hardware, and software configurations
  • Utilize remote support tools to efficiently resolve issues in a timely manner
  • Assist in diagnosing, repairing, and troubleshooting system-level problems for client devices and environments
  • Ensure all technical issues are resolved with a focus on quality, efficiency, and minimal disruption to clients

Ticket Management & Documentation:

  • Effectively manage and update support tickets in the ticketing system, ensuring timely resolution and proper escalation when necessary
  • Maintain comprehensive, accurate documentation for all troubleshooting steps, resolutions, and procedures
  • Track recurring issues and collaborate with senior engineers for resolution and continuous improvement of support processes

System Configuration & Maintenance:

  • Configure and maintain Office 365 applications, including Exchange, SharePoint, Teams, and OneDrive
  • Perform regular system and application updates, patch management, and preventive maintenance on client devices and networks
  • Use checklists and planning skills for maintenance activities to ensure smooth operations and minimal service disruption

Collaboration & Client Interaction:

  • Collaborate with the NOC and SOC teams to escalate and resolve critical incidents affecting client systems or network security
  • Provide clear, effective communication to end-users during troubleshooting and resolution, ensuring they are informed of progress and outcomes
  • Serve as a liaison between the Help Desk and more advanced support levels, escalating issues as required

Cloud Infrastructure & Security Awareness:

  • Assist clients with cloud-based infrastructure support, including Azure, AWS, and cloud environments
  • Ensure client devices are configured securely, implementing security best practices in coordination with SOC teams

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