High-Level Technical Support Professional

1 day ago

Thiruvananthapuram, Kerala, India beBeeTechnical Full time ₹ 82,50,000 - ₹ 99,95,000

Senior Technical Support Specialist

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We are seeking a skilled professional to provide advanced technical support and ensure the smooth operation of our systems.

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About the Role:

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The Senior Service Technician will provide technical assistance for firm-wide technology issues, including hardware, software, networking, and service processes. You will work closely with IT leadership to identify and resolve complex problems, as well as train and mentor junior technicians.

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Your Key Responsibilities:

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  • Oversee and coordinate technical staff activities and services">
  • Provide training and guidance to other technical support specialists in solving advanced technical problems and inquiries">
  • Refer complex problems and inquiries to more experienced technical staff or leadership, if necessary">
  • Analyze and verify statistical information within the IT system to ensure accuracy and data integrity">
  • Maintain the technical knowledge base of problems and accompanying resolutions">
  • Serve as an expert on primary support product lines">
  • Seek opportunities for growth through automation, innovation, and process improvement">
  • Collaborate with IT leadership and other technical staff to develop departmental guidelines and operating procedures">
  • Establish priorities on technical requests based on established departmental guidelines and procedures">
  • Create and manage technical accounts, passwords, and privileges/rights">
  • Serve as a liaison between all IT verticals">
  • Provide technical support and works with team members to resolve technical hardware and software problems or questions">
  • Communicate, analyze, and troubleshoot technical problems and provides proper solutions or remedies">
  • Properly document technical tickets into the IT system">
  • Assist other IT technical staff in providing technical feedback and support">
  • Update technical database information">
  • Follow up and communicate technical request information to users when appropriate">
  • Perform computer imaging and installation as needed">
  • Follow technical departmental guidelines and operating procedures">
  • Work closely with other IT staff to acquire additional technical and nontechnical knowledge"]">

Requirements:

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  • Minimum 4 years working experience in related technical support 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">
  • 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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