Technical Operations Specialist

1 day ago

Hyderabad Secunderabad Telangana, India beBeeSupport Full time ₹ 9,00,000 - ₹ 12,00,000

Job Title: Technical Support Specialist II

We are seeking a highly skilled and experienced Technical Support Specialist II to join our team. This is a challenging and rewarding role that requires strong technical knowledge, excellent communication skills, and the ability to work effectively in a fast-paced environment.

Responsibilities:

  • Act as a subject matter expert with deep knowledge of end-to-end service desk operations.
  • Collaborate with cross-functional and cross-product teams to resolve customer issues effectively.
  • Ensure high levels of customer satisfaction by managing service relationships and experiences.
  • Manage shift operations independently, ensuring priority tasks and incidents are addressed promptly.
  • Create tickets for all service requests and issues received via email, call, or chat.
  • Send IT notification emails to affected users and coordinate with relevant teams until resolution.
  • Handle all critical and VIP issues with the highest priority and diligence.
  • Monitor and track critical/major tickets; provide timely updates and close resolved tickets.
  • Conduct spot checks on ticket documentation for accuracy in service impact, priority, and work notes.
  • Escalate unresolved priority issues to leads for quicker resolution.
  • Maintain and update Knowledge Base articles; suggest and create new content as needed.
  • Monitor new joiners, support performance improvements, and reduce errors.
  • Drive team to meet KPIs such as First Response Time, Resolution Time, First Call Resolution Rate, and CSAT.
  • Lead effective shift huddles and ensure fair task distribution.
  • Ensure all incidents and service requests are managed per SOPs.
  • Collaborate with other support teams to gather information and resolve issues efficiently.
  • Keep up-to-date with team developments and escalate appropriately.
  • Perform weekly ticket audits and provide quality feedback.

Required Skills and Qualifications:

  • Bachelor's degree (BTech in CSC/IT/ECE or BSc in Computer Science).
  • 6+ years of hands-on experience in IT Service Desk operations.
  • Strong technical knowledge of IT systems, networking, and security.
  • Experience with Microsoft Exchange Server (2000–2016) and Active Directory (including online environments).
  • Proficient in troubleshooting Microsoft Office 365 and Outlook issues.
  • Good understanding of mail flow, routing, setup, and general admin concepts.
  • Experience in monitoring infrastructure, servers, and services.
  • Sound understanding of ITIL framework and service management processes.
  • Strong oral and written communication skills.
  • Must be well-organized, detail-oriented, and a fast learner.
  • Willingness to work in a 24/7 rotational shift environment.

Benefits:

  • Growth opportunities within the company.
  • A dynamic and supportive work environment.
  • Ongoing training and development programs.

Others:

  • Relevant experience will be given due consideration.
  • Please include your resume and a cover letter with your application.

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