Expert Technical Support Specialist

2 days ago

Mumbai, Maharashtra, India beBeeTechnical Full time

Key Role: IT Support Specialist

Overview:

  • This position is responsible for providing technical support to end-users across the globe, ensuring prompt and effective resolution of issues.

Description:

  • Provide initial point of contact for all IT support requests via phone, email, or ticketing system (ServiceNow).
  • Troubleshoot and resolve hardware, software, and network issues on laptop and other peripherals.
  • Maintain accurate and timely updates of all assigned tickets within the ServiceNow system.
  • Escalate complex or unresolved issues to appropriate support teams while maintaining ownership and communication with the end user.
  • Perform user account management tasks including onboarding, offboarding, password resets, and permissions adjustments in Active Directory and related systems.
  • Ensure all service level agreements (SLAs) are met and documented appropriately.
  • Participate in documentation of technical processes, FAQs, and knowledge base articles.
  • Support IT asset management and inventory processes.
  • Provide remote and in-person support as needed.
  • Participate in on-call rotation or extended hours support, if required.
Requirements:
  • Bachelors degree in Information Technology or a related field.
  • Minimum 3 years of experience in an IT Service Desk or technical support role.
  • Proficient in using ServiceNow for ticketing and ITSM processes.
  • Strong knowledge of Windows OS, Office 365, and common laptops and user applications.
  • Understanding of networking fundamentals (TCP/IP, DNS, DHCP).
  • Experience with Active Directory and basic user management tasks.
  • Excellent verbal and written communication skills.
  • Strong customer service orientation and troubleshooting abilities.
Preferred Qualifications:
  • ITIL Foundation certification.
  • Experience with remote support tools (e.g., RDP, Zoho Quick Assist, Teams)
  • Familiarity with Mac OS and Conference room equipment.
Working Conditions:
  • Ability to work in rotational shift for 24x7 support to users across the globe.
  • Flexibility to work outside normal business hours or weekends as needed for system maintenance or project delivery.

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