Senior Technical Support Specialist

2 days ago

Vadodara, Gujarat, India beBeeTechnical Full time ₹ 10,00,000 - ₹ 12,15,500
About This Role">

This is an exciting opportunity to join a dynamic team as a Senior Technical Support Specialist. As a key member of the technical support group, you will play a pivotal role in delivering high-quality IT solutions to our global user base.

Your primary responsibility will be to provide expert technical assistance via various communication channels, including phone, email, and chat. You will troubleshoot and resolve complex technical issues related to hardware, software, networking, and enterprise applications.

Key Responsibilities:

  • Provide timely and accurate technical support to users, ensuring clear communication and follow-through.
  • Troubleshoot and resolve technical issues using advanced diagnostic tools and techniques.
  • 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.
  • Conduct root cause analysis using remote support tools and recommend improvements to processes and workflows.
  • Collaborate with Tier 2/3 teams and other IT functions to ensure seamless handoffs and reduce time-to-resolution.
  • Support conferencing and AV technologies, including Microsoft Teams and Zoom.
  • Participate in proactive maintenance, system checks, and readiness tasks.
Required Skills and Qualifications

To succeed in this role, you must have:

  • At least 3 years of experience in a technical support or service desk environment.
  • A strong understanding of Windows operating systems, enterprise software, and end-user hardware.
  • Proficiency with Microsoft 365 (Outlook, Teams, Excel, SharePoint) and remote troubleshooting tools.
  • Experience with Active Directory, account administration, and access troubleshooting.
  • Solid foundational networking knowledge (DNS, DHCP, VPN, IP troubleshooting).
  • Excellent documentation, organizational, and ticket-handling skills.
  • Effective communication skills, including the ability to guide and de-escalate users in high-pressure situations.
  • Demonstrated ability to take ownership of issues from intake through resolution.
Benefits

We offer a range of benefits, including:

  • Competitive compensation package.
  • Opportunities for professional growth and development.
  • Collaborative and dynamic work environment.
  • Recognition and rewards for outstanding performance.
Others

Please note that:

  • You must be available for rotational shifts covering 24x7 operations, including nights, weekends, and holidays.
  • You should be comfortable working in a fast-paced, high-volume support environment.
  • You are expected to take initiative in knowledge sharing and continuous improvement activities.
  • You are committed to ongoing professional development and system/process training.

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