Senior IT Support Specialist

1 week ago

Surat, Gujarat, India beBeeTechnical Full time ₹ 80,00,000 - ₹ 1,20,00,000
Senior IT Support Specialist

Job Summary:

We are seeking a seasoned Senior IT Support Specialist to join our team. As a key member of our End User Services & Solutions organization, you will play a pivotal role in delivering exceptional IT support to our global user base.

This is an exciting opportunity to leverage your technical expertise and problem-solving skills to drive excellence in execution, documentation, and customer care.

This role is part of a reimagined service model that supports a global 24x7 environment, focusing on providing a scalable, user-focused, and relentlessly improving support experience.

Main Responsibilities:
  • Servicing Customers: Serve as a senior point of contact for IT support requests via phone, email, and chat with a calm, confident, and user-centered approach
  • Troubleshooting: Troubleshoot and resolve technical issues involving hardware, software, networking, and enterprise applications
  • Root Cause Analysis: Own and drive resolution for high-impact issues with clear communication and timely follow-through
  • Documentation: Document all activities in the IT Service Management platform with precision and completeness
  • Mentorship: Mentor junior agents by sharing best practices and troubleshooting techniques
  • Knowledge Creation: Create and refine knowledge base articles to improve team consistency and issue resolution quality
  • Remote Support: Use remote support tools for advanced diagnostics and root cause analysis
  • User Guidance: Provide guidance to users across varying levels of technical literacy
  • Incident Prioritization: Support incident prioritization by assessing urgency, impact, and recurrence trends
  • Service Excellence: Champion service standards and drive consistency and accountability across the team
  • Process Improvement: Identify and recommend improvements in tools, processes, and workflows to increase efficiency and reliability
Requirements:
  • Technical Expertise: 3+ years of experience in technical support or service desk environment
  • Operating Systems: Strong understanding of Windows operating systems, enterprise software, and end-user hardware
  • Productivity Tools: Proficient in Microsoft 365 (Outlook, Teams, Excel, SharePoint) and remote troubleshooting tools
  • Network Fundamentals: Experience with Active Directory, account administration, and access troubleshooting
  • Foundational Knowledge: Foundational networking knowledge (DNS, DHCP, VPN, IP troubleshooting)
  • Soft Skills: Excellent documentation, organizational, and ticket-handling skills
  • Communication: Effective communicator with the ability to guide and de-escalate users
  • Problem Ownership: Demonstrated ability to take ownership of issues from intake through resolution

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