Technical Support Specialist

1 week ago

Bengaluru, Karnataka, India Diversified Full time

About the Role:

We are seeking a highly skilled Technical Support Specialist to join our Diversified team.

Job Summary:

The Technical Support Specialist plays a vital role in Proactive Monitoring and Incident Resolution, providing first-level support and serving as a technical subject matter expert. This individual will closely collaborate with Tier II, Tier III, and other departments to identify, diagnose, and resolve technical issues promptly.

Key Responsibilities:

  • Proactive Monitoring: Continuously monitor client-end systems to ensure optimal performance and identify potential issues before they impact operations.
  • Incident Management: Log, track, and manage incidents using the designated ticketing system, ensuring all details are accurately documented.
  • Issue Diagnosis and Resolution: Quickly identify, diagnose, and resolve technical issues, escalating to higher-level support when necessary.
  • System Maintenance: Assist in routine maintenance tasks and system updates to ensure continued reliability and performance of technology systems.
  • Collaboration: Work closely with Tier II, Tier III, and other departments to address complex issues and implement solutions.
  • Client Communication: Maintain clear and professional communication with clients, keeping them informed about the status of their issues and any necessary follow-up actions.
  • Training and Development: Participate in ongoing training and professional development opportunities to stay current with industry best practices and technological advancements.
  • Service Requests: Handle client service requests efficiently, ensuring timely completion and client satisfaction.
  • System Monitoring Tools: Utilize various monitoring tools and software to keep track of system performance and health.
  • Security Compliance: Ensure that all actions comply with company security policies and procedures to protect client data and system integrity.
  • Knowledge Base Contribution: Contribute to and maintain a knowledge base of solutions and best practices to aid in quick resolution of recurring issues.
  • SLA Adherence: Ensure that all support activities comply with established Service Level Agreements (SLAs) and performance metrics.

About the Salary:

The estimated annual salary for this position is $55,000 - $65,000, based on industry standards and regional factors.

Requirements:

  • Education/Certifications:
    • High School diploma or equivalent
    • Certifications pertinent to technology area(s) of expertise (preferred)
  • Required Knowledge, Experience, and Skills:
    • 2+ years working in a customer service-based role
    • Advanced level troubleshooting skills specific to technology area(s) of expertise
    • Understanding of network protocols and best practices
    • Ability to solve problems and deal with variables in situations where limited standardization exists
    • Ability to provide an excellent customer experience to clients
    • Open to feedback and direction
    • Accountable, reliable, and takes ownership
    • Proficient with Microsoft Office Suite
    • Exceptional interpersonal and communication skills
    • Strong attention to detail
    • Ability to quickly switch between tasks and work under pressure with excellent results
    • Ability to work both independently and within a team
    • Excellent organizational skills and ability to maintain accurate records
    • Ability to work in stressful situations
    • Ability to meet deadlines

Desired Qualifications:

  • Experience with audio-visual, corporate video, and/or IT-related systems
  • Experience with ticketing systems (ConnectWise, Salesforce, Service Now, Remedy, Zendesk, etc.)
  • Experience with ERP and/or CRM applications

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