Technical Operations Lead

2 weeks ago

Kollam, Kerala, India beBeeSupport Full time US$ 1,00,000 - US$ 1,20,000
Senior Support Specialist

At our organization, talent thrives in a culture where everyone matters. It's a place of endless opportunities for growth, with entrepreneurial energy and inclusive teamwork driving exponential results.

We empower our clients and staff with innovative tools and solutions to address their business needs. As a nationally recognized top firm, we recruit the best and brightest individuals passionate about the industry.

As a Senior Service Technician, you will oversee and coordinate service staff activities, providing assistance and training to other technicians in solving advanced problems. You will analyze and verify statistical information, maintain IT knowledge bases, and act as a subject matter expert on primary support product lines.

You will establish priorities on service tickets, create and administer new team member accounts, and serve as a liaison between IT verticals. A strong working knowledge of video conferencing and audio-visual hardware and applications is required.

Responsibilities include responding to team member questions, entering and assigning service requests, referring issues to IT leadership, and providing technical support for hardware and software problems. You will communicate, analyze, and troubleshoot problems, documenting ticket information into the IT system.

Requirements include a minimum 4 years of experience in a related support service field, strong working knowledge of business applications, and experience supporting end-users in a Microsoft environment. An associate degree in an IT-related field or combination of education and technical training is required.

A strong understanding of networking fundamentals, basic ITIL process, SLA, priority & severity matrix, and self-motivation are essential. Strong verbal and written communication skills are imperative for documentation and translation of technical subjects to non-technical staff.

This role requires ability to work extended hours when required, lift up to 50lbs, and willingness to travel to remote offices as needed. Experience working in a professional services firm is a plus.

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