Expert Technical Support Specialist

2 days ago

Hyderabad, Telangana, India beBeeExceptional Full time ₹ 90,00,000 - ₹ 1,20,00,000
Job Description:

About the Role:

Seeking a skilled IT support professional to provide exceptional services. As a technical expert, you will be the first point of contact for IT support, ensuring timely resolution of technical issues and maintaining high levels of customer satisfaction.

Key Responsibilities:

  • Provide first-level technical support and resolve incidents efficiently.
  • Manage service requests, incidents, and changes using ITSM tools (e.g., ServiceNow).
  • Support user onboarding, access provisioning, and basic resource requests.
  • Monitor system health and generate service performance reports.
  • Guide users through self-service portals and support documentation.
  • Coordinate with escalation teams for complex issue resolution.
  • Ensure compliance with SLAs and service quality standards.

Requirements:

  • 2+ years of experience in IT service desk, help desk, or technical support.
  • Hands-on experience with cloud services support (preferably GCP).
  • Proficiency in ITIL framework and service management processes.
  • Strong troubleshooting skills in application and infrastructure support.
  • Familiarity with remote support tools and basic system monitoring.
  • Excellent communication and customer service skills.
  • Ability to manage multiple tickets and priorities simultaneously.
  • Bachelor's or Master's degree in a relevant field.

Technical Skills:

  • Service Management: Incident, problem, and change management; SLA tracking; documentation and knowledge base management.
  • Technical Support: User access management, application troubleshooting, remote support, and escalation handling.
  • GCP Skills:
  • Console navigation and basic resource management
  • IAM role assignments and access control
  • Compute Engine and Cloud Storage support
  • Monitoring dashboards and alert triage
  • Billing usage analysis and cost monitoring

Certifications:

  • ITIL Foundation (Required)
  • Google Cloud Digital Leader or Associate Cloud Engineer

What We Offer:

  • Fast-paced and collaborative work environment.
  • Opportunities to work with global teams and cutting-edge technologies.
  • Continuous learning and certification support.
  • Flexible work arrangements and a strong focus on work-life balance.

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