Technical Support Specialist

6 days ago

Bengaluru, Karnataka, India beBeeTechnical Full time ₹ 18,00,000 - ₹ 25,00,000
Technical Support Specialist

About the Role:

  • We are seeking a skilled Technical Support Specialist to join our team. In this role, you will be responsible for resolving complex technical issues that could not be resolved by our first-level support team.
  • You will interact closely with our L1 team and ensure that run-books and Standard Support Operational Procedures (SOPs) are up-to-date.
  • You will perform ad-hoc support tasks and prepare reports for business stakeholders.
  • You will troubleshoot new incidents/issues for which knowledge base is not available and escalated by the L1 team.
  • You will resolve incidents/issues and service requests as per agreed SLAs.
  • You will follow the escalation process to escalate to the L3 team or next level of support as per escalation metric if unable to resolve the issue within agreed time window.
  • You will prepare Incident post-mortem/RCA report of incidents and share it with all stakeholders within agreed timeline.
  • You will perform shift handover activities as per agreed SOPs.
  • You will participate in problem management, change management, knowledge management, etc.
  • You will update knowledge base with new learnings, changes in resolution steps, etc. in a timely manner.
  • You will ensure SLA/KPI (under control of L2 team like incident response time are met and collect/update data of it in required tools).
  • You will help shift/team lead to prepare various operational reports required by internal and external stakeholders.
  • You will contribute to support reusable assets and internal knowledge sharing sessions.
  • You will work to build-up skills for L3 support level.
  • You will work on POC of different solutions, tools, etc.
  • You will coordinate with L1 and L3 engineers (as per case requirement) on various issues, incidents, service requests, user queries, various changes in environment, various events, etc.
  • You will work on automation of manual activities if possible and share details of automation opportunities with L3 team.

Requirements:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Minimum 2 years of experience in technical support.
  • Excellent problem-solving skills and ability to work under pressure.
  • Strong communication and interpersonal skills.
  • Ability to work in a fast-paced environment and prioritize tasks effectively.

What We Offer:

  • A competitive salary and benefits package.
  • Ongoing training and development opportunities.
  • A dynamic and supportive work environment.
  • The opportunity to work with a talented team of professionals.

How to Apply:

  1. Please submit your resume and cover letter.
  2. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

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