Advanced Technical Support Expert

4 days ago

Ellore, Andhra Pradesh, India beBeeITSpecialist Full time ₹ 9,00,000 - ₹ 12,00,000
Job Title

An exceptional IT support specialist is required to deliver end-to-end technical assistance to a global user base as a senior resource and trusted problem solver.

Key Responsibilities
  • Serve as a primary point of contact for IT support requests via phone, email, and chat with a calm, confident, and user-centered approach.
  • Troubleshoot and resolve complex technical issues involving hardware, software, networking, and enterprise applications.
  • Own and drive resolution for critical 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.

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