Technical Support Specialist

3 days ago

Kottayam, Kerala, India beBeeCustomer Full time ₹ 50,00,000 - ₹ 1,00,00,000
Job Description

We are seeking a skilled Support Specialist to manage customer inquiries and technical issues in a fast-paced environment.

  • Familiarity with Microsoft 365 technologies, particularly Microsoft Teams and Office Admin center features.
  • Expertise in analyzing data captures and trace logs to resolve complex customer issues in production environments.
  • Experience working with network capture and analysis tools like Fiddler and Browser Developer tools.
  • Owning, investigating, and solving technical issues while acting as an advisor to customers, collaborating within and across teams leveraging troubleshooting tools and practices.
  • Engaging with cross-functional engineering and support teams to investigate and develop automation techniques and diagnostic tools driving product improvements.
  • Supporting the M365 suite of products and troubleshooting web and desktop applications.
  • Tracking, monitoring, and resolving helpdesk tickets using standard procedures.
  • Identifying logical issues and escalating them to the appropriate team for resolution.
  • Troubleshooting and owning customer issues from reporting to resolution.
  • Diagnosing and troubleshooting system issues and isolating the root cause.
  • Following established escalation procedures to ensure timely issue resolution.
  • Managing multiple open issues and ensuring their successful completion.
  • Documenting technical knowledge in FAQs and troubleshooting guides.
  • Triaging and escalating new bugs from early ring customers.
  • Verifying and rejecting bugs submitted by unknown sources.
Required Skills and Qualifications

To be successful in this role, you will need:

  • Proven experience as a Support Engineer or similar role.
  • Strong problem-solving, debugging, and troubleshooting skills.
  • Knowledge on Education tenant apps such as assignments, class notebooks, and School data sync is desirable.
  • Experience with ICM and Service Incident management is preferred.
  • Excellent communication and customer service abilities.
  • Familiarity with helpdesk ticketing systems and escalation procedures.
  • Experience with tools like Log Reader, Fiddler, and Browser Dev tools.
  • Ability to extract logs for Debugging (Desktop Logs, Network Logs, Web Logs) and understand HTTP and HTTPS Request Code.
Benefits

This role offers a unique opportunity to work with cutting-edge technology, collaborate with experienced professionals, and drive innovation in the industry.

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