Technical Support Specialist

15 hours ago

Kottayam, Kerala, India beBeeTechnical Full time ₹ 6,00,000 - ₹ 10,00,000
Technical Support Professional

About the Role:

We are seeking a highly skilled Technical Support Professional to join our End User Services team. The successful candidate will play a vital role in delivering world-class IT support to our users, ensuring seamless day-to-day operations.

Key Responsibilities:

  • Provide hands-on technical assistance, resolving issues and troubleshooting desktop/laptop hardware and software.
  • Address tickets related to Windows 10, Office 365, Outlook, VPN, MFA, and remote access technologies.
  • Support various client OS environments, including Citrix XenApp/XenDesktop, VDI, and other technologies.
  • Utilize ServiceNow for incident management, asset tracking, and user request handling.
  • Conduct remote troubleshooting and guide users through resolutions, providing excellent customer service skills.
  • Participate in hardware deployment and decommissioning, including managing loaner devices.
  • Maintain accurate asset records and ensure compliance with organizational processes.
  • Host product demos, provide training, and promote technology adoption among users.
  • Escalate unresolved issues while maintaining SLA compliance.

Requirements:

  • 1-3 years of experience in Desktop/Help Desk Support for domestic and international users.
  • Any graduate with 15 years of formal education.
  • Expertise in Windows 10, Microsoft Office, and desktop/laptop troubleshooting.
  • Strong working knowledge of ServiceNow or similar ITSM tools.
  • Experience with Citrix environments, Office 365, and mobile device configuration.
  • Solid problem-solving skills and a proactive mindset.
  • Ability to work in rotational shifts as per business needs.
  • Excellent communication, empathy, and customer service skills.
  • Organizational discipline for asset and vendor management.

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