Senior Technical Support Specialist

2 days ago

Malappuram, Kerala, India beBeeTechnical Full time ₹ 80,00,000 - ₹ 1,20,00,000

Technical Support Expert Job Summary

This role is pivotal in delivering high-quality IT support to our global user base. As a senior technical resource and trusted problem solver, you will resolve complex issues while elevating the overall performance of the Service Desk by modeling excellence in execution, documentation, and customer care.

**Core Responsibilities**

  • Provide technical support via phone, email, and chat with a calm, confident, 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.
  • Mentor and support 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 to conduct 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 to ensure seamless handoffs and reduce time-to-resolution.

**Required Skills and Qualifications**

  • At least 3 years of experience in a technical support or service desk environment.
  • A strong understanding of Windows operating systems, enterprise software, and end-user hardware.
  • Proficiency with Microsoft 365 (Outlook, Teams, Excel, SharePoint) and remote troubleshooting tools.
  • Experience with Active Directory, account administration, and access troubleshooting.
  • Solid foundational networking knowledge (DNS, DHCP, VPN, IP troubleshooting).
  • Excellent documentation, organizational, and ticket-handling skills.
  • Effective communication with the ability to guide and de-escalate users in high-pressure situations.

**Benefits**

  • A career path with opportunities for growth and development.
  • A collaborative work environment with a team-oriented culture.
  • A comprehensive benefits package including health insurance, retirement plan, and paid time off.

**Others**

  • Must be available for rotational shifts covering 24x7 operations including nights, weekends, and holidays.
  • Comfortable in a fast-paced, high-volume support environment.
  • Expected to take initiative in knowledge sharing and continuous improvement activities.
  • Committed to ongoing professional development and system/process training.

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