Senior IT Support Specialist

17 hours ago

Hyderabad, Telangana, India beBeeService Full time ₹ 4,00,000 - ₹ 8,00,000

Job Overview

We are seeking a highly skilled Senior IT Support Specialist to join our team. This is an exceptional opportunity for a technical professional to play a pivotal role in delivering high-quality IT support to our global user base.

The ideal candidate will be a trusted problem solver, someone who resolves complex issues and elevates the overall performance of the Service Desk by modeling excellence in execution, documentation, and customer care.

This role supports a global 24x7 environment and contributes to a support experience that is scalable, user-focused, and relentlessly improving.

Key Responsibilities

  • Serve as a senior point of contact for IT support requests via phone, email, and chat, with a calm, confident, and user-centered approach
  • Troubleshoot and resolve a wide range of technical issues involving hardware, software, networking, and enterprise applications
  • Own and drive resolution for high-impact and escalated issues, ensuring clear communication and timely follow-through
  • Document all activities in the IT Service Management platform with precision and completeness
  • Mentor and support junior agents by sharing best practices, troubleshooting techniques, and knowledge resources
  • Create, refine, and review knowledge base articles to improve team consistency and issue resolution quality
  • Use remote support tools to conduct advanced diagnostics and root cause analysis
  • Provide guidance to users across varying levels of technical literacy, adapting communication style accordingly
  • Support incident prioritization by assessing urgency, impact, and recurrence trends
  • Champion service standards, driving consistency and accountability across the team
  • Identify and recommend improvements in tools, processes, and workflows to increase efficiency and service reliability
  • Collaborate with Tier 2/3 teams and other IT functions to ensure seamless handoffs and reduce time-to-resolution
  • Provide support for conferencing and AV technologies, including Microsoft Teams and Zoom
  • Participate in proactive maintenance, system checks, and readiness tasks
  • Handle multiple requests with professionalism and urgency, while maintaining high-quality user engagement

Required Skills and Qualifications

  • 3+ years of experience in a technical support or service desk environment
  • Strong understanding of Windows operating systems, enterprise software, and end-user hardware
  • Proficient with Microsoft 365 (Outlook, Teams, Excel, SharePoint) and remote troubleshooting tools
  • Experience with Active Directory

Why You'll Thrive Here

You will have the opportunity to work in a dynamic and collaborative environment where you can grow your skills and make a real impact on our organization's success.

Our team is passionate about delivering exceptional IT support and we are committed to providing our employees with the resources and support they need to excel in their roles.

Join us and take your career to the next level

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