IT Support Professional

20 hours ago


Solapur, Maharashtra, India beBeesupport Full time ₹ 8,00,000 - ₹ 14,00,000
Job Summary:

The IT Support Professional plays a pivotal role in ensuring seamless technical support and efficient incident resolution. This position is ideal for individuals who thrive in fast-paced environments, providing top-notch customer service while working closely with internal teams to resolve complex issues.

Key Responsibilities:
  • Deliver first-level technical support, escalating critical incidents to senior technicians when necessary
  • Utilize ITSM tools (e.g. ServiceNow) to manage service requests, incidents, and changes efficiently
  • Support user onboarding, access provisioning, and basic resource requests, ensuring a smooth onboarding experience
  • Monitor system health, generating actionable reports to improve service performance
  • Guide users through self-service portals and provide relevant documentation to enhance their technical capabilities
  • Collaborate with escalation teams to resolve complex issues, fostering effective communication and knowledge sharing
  • Maintain adherence to SLAs and service quality standards, driving continuous improvement initiatives
Requirements:
  • At least 2 years of experience in IT service desk, help desk, or technical support roles
  • Hands-on experience with cloud services support (preferably GCP), with a strong understanding of cloud infrastructure and applications
  • Proficiency in ITIL framework and service management processes, with a focus on delivering high-quality services
  • Exceptional troubleshooting skills, with the ability to identify and resolve complex application and infrastructure issues
  • Familiarity with remote support tools and basic system monitoring, with a keen eye for detail and analytical thinking
  • Excellent communication and customer service skills, with the ability to build strong relationships with stakeholders
  • Ability to manage multiple tickets and priorities simultaneously, remaining organized and composed under pressure
  • Bachelor's or Master's degree in a relevant field, such as computer science, information technology, or a related field
Preferred Certifications:
  • ITIL Foundation certification, demonstrating a strong understanding of IT service management principles
  • Google Cloud Digital Leader or Associate Cloud Engineer certification, showcasing expertise in cloud computing and digital transformation


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