Senior Technical Support Specialist

2 days ago

Bellary, Karnataka, India beBeeSkill Full time ₹ 8,00,000 - ₹ 10,00,000
Service Delivery Expert

Overview

We are seeking an experienced Service Delivery Expert to join our global team. In this role, you will play a pivotal part in delivering high-quality IT support to our user base.

You will serve as a senior point of contact for IT support requests, troubleshooting and resolving complex technical issues with a calm and confident approach.

This position requires deep technical knowledge, sound judgment, and excellent communication skills. You will work collaboratively with other teams to ensure seamless handoffs and reduce time-to-resolution.

Key Responsibilities:

  • Serve as a senior point of contact for IT support requests.
  • Troubleshoot and resolve complex technical issues.
  • Own and drive resolution for high-impact and escalated issues.
  • Document all activities with precision and completeness.
  • Mentor and support junior agents by sharing best practices.
  • Create, refine, and review knowledge base articles.
  • Use remote support tools to conduct advanced diagnostics.
  • Provide guidance to users across varying levels of technical literacy.
  • Support incident prioritization by assessing urgency and impact.
Required Qualifications:
  • 3+ years of experience in a technical support or service desk environment.
  • Strong understanding of Windows operating systems and enterprise software.
  • Proficient with Microsoft 365 (Outlook, Teams, Excel) and remote troubleshooting tools.
  • Experience with Active Directory and account administration.
  • Solid foundational networking knowledge (DNS, DHCP, VPN).
  • Excellent documentation, organizational, and ticket-handling skills.
  • Effective communicator with the ability to guide and de-escalate users.
Preferred Qualifications:
  • Experience using ServiceDesk Plus, ServiceNow, or other ITSM platforms.
  • Familiarity with scripting, log analysis, or endpoint management tools.
  • Knowledge of AV and conferencing platforms (Teams, Zoom).

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