Highly Skilled Technical Support Expert

2 days ago

Bengaluru, Karnataka, India beBeeCustomer Full time ₹ 9,00,000 - ₹ 12,00,000
Technical Support Specialist

As a highly skilled technical support specialist, you will be the first point of contact for IT support, ensuring timely resolution of complex issues and maintaining high levels of customer satisfaction.

You will work closely with users, technical teams, and service management platforms to deliver seamless support across various IT functions.

Key Responsibilities:

  • Provide expert-level technical support and resolve critical incidents efficiently.
  • Manage service requests, incidents, and changes using ITSM tools (e.g., ServiceNow).
  • Support user onboarding, access provisioning, and basic resource requests.
  • Monitor system health and generate detailed service performance reports.
  • Guide users through self-service portals and comprehensive support documentation.
  • Coordinate with escalation teams for complex issue resolution.
  • Ensure compliance with SLAs and service quality standards.

Requirements:

  • 3+ years of experience in IT service desk, help desk, or technical support.
  • Hands-on experience with cloud services support (preferably GCP).
  • Proficiency in ITIL framework and service management processes.
  • Strong analytical skills in application and infrastructure support.
  • Familiarity with remote support tools and advanced system monitoring.
  • Excellent communication and customer service skills.
  • Ability to manage multiple tickets and priorities simultaneously.
  • Bachelor's or Master's degree in a relevant field.

Technical Skills:

  • Service Management: Incident, problem, and change management; SLA tracking; documentation and knowledge base management.
  • Technical Support: User access management, application troubleshooting, remote support, and escalation handling.
  • GCP Skills:
    • Console navigation and advanced resource management
    • IAM role assignments and access control
    • Compute Engine and Cloud Storage support
    • Monitoring dashboards and alert triage
    • Billing usage analysis and cost monitoring
  • Certifications (Preferred):
    • ITIL Foundation (Required)
    • Google Cloud Digital Leader or Associate Cloud Engineer

What You'll Love About This Role:

  • Fast-paced and collaborative work environment.
  • Opportunities to work with global teams and cutting-edge technologies.
  • Continuous learning and certification support.
  • Flexible work arrangements and a strong focus on work-life balance.

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