Senior Technical Support Specialist

2 days ago

Erode, Tamil Nadu, India beBeeTechnician Full time US$ 90,000 - US$ 1,20,000

Service Technicians play a vital role in ensuring seamless business operations by providing expert technical support and assistance to team members.

As a Senior Service Technician, you will be responsible for resolving complex technology issues, providing training and guidance to junior technicians, and collaborating with IT leadership to develop departmental guidelines and operating procedures.

This is an excellent opportunity to grow your skills and knowledge in a fast-paced environment, where you will have the chance to work on advanced projects, participate in process improvements, and contribute to the success of our organization.

  • Responsibilities include responding to team member queries, entering and tracking service requests, referring complex issues to senior technicians, and providing technical support for hardware and software problems.
  • You will also be required to document problem tickets, assist other IT staff with team member feedback and support, update service database information, and follow up on ticket communication.
  • Additionally, you will need to perform computer imaging and installation as needed, adhere to departmental guidelines and operating procedures, and collaborate with other IT staff to acquire additional knowledge and expertise.
Requirements
  • A minimum of 4 years of experience in a related support service field.
  • Strong working knowledge of accounting applications, such as CCH Engagement, Thomson GoSystem Tax, XCM, TaxCaddy, and SurePrep (desired).
  • Experience supporting end-users in a Microsoft environment.
  • Strong working knowledge of but not limited to – Microsoft Products including Teams, Microsoft 365, OneDrive, SharePoint, and Outlook.
  • Associate degree in an IT-related field or combination of education and technical training required.
  • Windows 10/11, CompTIA A+, or CompTIA Network+ or Microsoft Azure certification.
  • Experience troubleshooting computer and mobile device hardware.
  • Foundational knowledge in video conferencing and audio-visual hardware.
  • Understanding of networking fundamentals.
  • Understanding of Basic ITIL Process, SLA, Priority & Severity Matrix.
  • Self-motivated and dedicated to continual personal and professional improvement.
  • Strong verbal and written communication skills are imperative for documentation and the translation of technical subjects to non-technical staff.
  • Must be able to work extended hours when required.
  • Ability to lift up to 50lbs.
  • Experience working in a public accounting or other professional services firm a plus.
  • Willingness to travel to remote offices as needed.

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