Technical Service Delivery Expert

1 day ago

Lucknow, Uttar Pradesh, India beBeeService Full time ₹ 9,00,000 - ₹ 12,00,000
Expert Support Professional

Job Overview:

As a senior support expert, you play a pivotal role in delivering high-quality IT services to our global user base. You are a technical resource and trusted problem solver who resolves complex issues while elevating the overall performance of the support team by modeling excellence in execution, documentation, and customer care.

Key Responsibilities:

  • Serve as a senior point of contact for IT support requests via phone, email, and chat with a calm, confident, and user-centered approach.
  • Troubleshoot and resolve a wide range of 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.
  • Document all activities in the IT Service Management platform with precision and completeness.
  • 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.
  • Provide support for conferencing and AV technologies including Microsoft Teams and Zoom.
  • Participate in proactive maintenance, system checks, and readiness tasks.
  • Handle multiple requests with professionalism and urgency while maintaining high-quality user engagement.

Required Skills and Qualifications:

  • 3+ years of experience in a technical support or service desk environment.
  • Strong understanding of Windows operating systems, enterprise software, and end-user hardware.
  • Proficient 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 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.
  • Passion for learning, improvement, and delivering exceptional service.

Preferred Skills and Qualifications:

  • Experience using ServiceDesk Plus, ServiceNow, or other ITSM platforms.
  • Familiarity with scripting, log analysis, or endpoint management tools.
  • Knowledge of AV and conferencing platforms (Teams, Zoom, Webex).
  • Prior exposure to CaseWare, CCH Axcess, or other industry-specific applications.
  • ITIL Foundation certification or equivalent.
  • Multilingual skills to support a diverse user base.

Work Environment and Shift Expectations:

  • 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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