Technical Support Specialist

5 days ago

Gulbarga, Karnataka, India beBeeTechnical Full time US$ 80,000 - US$ 1,20,000
Job Title

A Technical Professional will be responsible for delivering high-quality support to customers.

Responsibilities
  • Communicate effectively with customers through various channels.
  • Perform advanced troubleshooting and issue resolution across multiple services.
  • Engage with customers to review service quality and provide regular updates.
  • Collaborate with incident managers to resolve critical issues and ensure customer satisfaction.
  • Configure monitoring tools and automate operational tasks to improve efficiency.
  • Respond to alerts and notifications, performing troubleshooting and resolution as needed.
  • Use a ticket system to provide regular status updates and ensure task completion based on priority and SLAs.
  • Research technical issues using internal and publicly available documentation.
  • Work with OEM and 3rd party support providers to resolve complex issues.
  • Provide exceptional customer service, remaining calm and professional in stressful situations.
  • Interact with customers, answering inquiries and providing quality support.
  • Work independently, identifying and resolving issues without direct instruction.
  • Mentor and provide technical guidance to the support team.
  • Provide on-call support for off-hours incidents and escalations.
Requirements
  • High school diploma required; college degree preferred.
  • Relevant certifications such as CCNA/CCNP/CCIE, CISSP, or AWS Certified Practitioner strongly preferred.
  • 5+ years of experience in a technical field, including customer support and 24x7x365 Managed Services or SaaS organization.
  • Experience using ITSM and monitoring tool sets.
  • Advanced knowledge of desktop operating systems and server virtualization platforms like VMware, Hyper-V, and Proxmox.
  • Microsoft licensing knowledge and experience managing Cloud infrastructure (AWS / Azure).
Skills
  • Analytical thinking and strong problem-solving skills.
  • Excellent communication and documentation skills.
  • Self-motivation, passion for technology, and a desire to learn new things.
  • Ability to administer Windows and Linux systems, as well as related tools like Active Directory, SCOM, Satellite, and Puppet.
  • Ability to manage common network infrastructure, including switches, routers, load balancers, and firewalls.
  • Strong knowledge of IT security principles.
  • Ability to mentor and train analysts and engineers.
  • Leadership skills and ability to lead projects and teams.
Benefits
  • Paid sick time.
  • Paid time off.
  • Provident Fund.
Schedule
  • Monday to Friday.
  • Weekend availability.
Location

Remote work arrangement.

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