Senior IT Support Specialist

7 hours ago

Gandhinagar, Gujarat, India beBeeTechnical Full time ₹ 8,00,000 - ₹ 13,00,000

Job Title:

Senior IT Support Specialist

Overview:

The Senior IT Support Specialist plays a pivotal role in delivering high-quality technical support to our global user base. This highly skilled resource resolves complex issues, elevates the overall performance of the support team by modeling excellence in execution, documentation, and customer care.

This position supports a global 24x7 environment and contributes to a scalable, user-focused, and continuously improving support experience.

Key Responsibilities:

  • Serve as a senior point of contact for IT support requests via phone, email, and chat with a calm, confident, and user-centered approach.
  • Troubleshoot and resolve a wide range of technical issues involving hardware, software, networking, and enterprise applications.
  • Own and drive resolution for high-impact and escalated issues ensuring clear communication and timely follow-through.
  • 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.
  • Use remote support tools to conduct advanced diagnostics and root cause analysis.
  • Provide guidance to users across varying levels of technical literacy adapting communication style accordingly.
  • Support incident prioritization by assessing urgency, impact, and recurrence trends.
  • Champion service standards driving consistency and accountability across the team.
  • Identify and recommend improvements in tools, processes, and workflows to increase efficiency and service reliability.
  • Collaborate with Tier 2/3 teams and other IT functions to ensure seamless handoffs and reduce time-to-resolution.
  • Provide support for conferencing and AV technologies including Microsoft Teams and Zoom.
  • Participate in proactive maintenance system checks, and readiness tasks.
  • Handle multiple requests with professionalism and urgency while maintaining high-quality user engagement.

Required Skills and Qualifications:

  • 3+ years of experience in a technical support or service desk environment.
  • Strong understanding of Windows operating systems, enterprise software, and end-user hardware.
  • Proficient 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 communicator with the ability to guide and de-escalate users in high-pressure situations.
  • Demonstrated ability to take ownership of issues from intake through resolution.
  • Passion for learning improvement, and delivering exceptional service.

Benefits and Working Environment:

  • Must be available for rotational shifts covering 24x7 operations including nights weekends, and holidays.
  • Comfortable in a fast-paced high-volume support environment.
  • Expected to take initiative in knowledge sharing and continuous improvement activities.
  • Committed to ongoing professional development and system process training.

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