Technical Support Specialist

14 hours ago

Kota, Rajasthan, India beBeeITSupport Full time ₹ 12,00,000 - ₹ 15,00,000

We are seeking a highly skilled IT support specialist to join our global team. As a senior member of our service desk, you will play a critical role in delivering exceptional technical support to our users.

This is an exciting opportunity for a technically proficient individual who is passionate about providing outstanding customer service and resolving complex issues efficiently.

  • Deliver high-quality technical support via phone, email, and chat channels with professionalism and poise
  • Troubleshoot and resolve technical issues involving hardware, software, networking, and enterprise applications using advanced diagnostic tools and techniques
  • Lead the resolution of high-impact and escalated issues with clear communication and timely follow-through
  • Maintain accurate and comprehensive documentation of all activities
  • Mentor junior team members by sharing best practices, troubleshooting techniques, and knowledge resources
  • Develop and refine knowledge base articles to improve team consistency and issue resolution quality
  • Leverage remote support tools for advanced diagnostics and root cause analysis
  • Provide guidance to users across varying levels of technical literacy
  • Prioritize incidents based on urgency, impact, and recurrence trends
  • Advocate for service standards, driving consistency and accountability across the team
  • Identify opportunities for process improvements to increase efficiency and service reliability
  • Collaborate with Tier 2/3 teams and other IT functions for seamless handoffs and reduced time-to-resolution
  • Support conferencing and AV technologies including Microsoft Teams and Zoom
  • Participate in proactive maintenance, system checks, and readiness tasks

Key Requirements:

  • Minimum 3 years of experience in a technical support or service desk environment
  • In-depth 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
  • Fundamental networking knowledge (DNS, DHCP, VPN, IP troubleshooting)
  • Excellent documentation, organizational, and ticket-handling skills
  • Effective communicator with the ability to guide and de-escalate users in high-pressure situations
  • Demonstrated ability to take ownership of issues from intake through resolution

Benefits:

  • Rotational shifts covering 24x7 operations, including nights, weekends, and holidays
  • Fast-paced, high-volume support environment with opportunities for growth and development
  • Ongoing professional development and system/process training

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