IT Support Specialist

1 week ago

Bengaluru, Karnataka, India beBeeSupport Full time

We are seeking an experienced IT Technical Support Specialist to fill a key role in our organization. This position requires providing expert technical knowledge and skills to ensure the smooth operation of endpoint devices and applications.

Main Responsibilities & Tasks
  • Answer, evaluate, and prioritize incoming requests for assistance from users experiencing technical problems via telephone, voicemail, email, and chat.
  • Respond to technical issues as they arise, escalating to appropriate parties when necessary and ensuring timely resolution.
  • Work closely with other Infrastructure and Operations teams to resolve complex customer issues.
  • Maintain staffing levels to ensure peak performance across various time zones and global regions.
  • Recognize trends in support tickets and proactively alert upper management of potential major incidents.
  • Keep 1st level support agents informed of the latest knowledge articles and technologies.
Qualifications and Skills
  • Proven experience handling phone- and chat-based IT support in a fast-paced environment.
  • Familiarity and experience using an ITSM (IT Service Management) tool, preferably ServiceNow.
  • An ITIL Foundation certification is preferred.
  • Excellent call handling and customer service skills.
  • Effective written and verbal communication skills.
  • Strong skills in Microsoft Office Suite (Excel, Word, PowerPoint).
  • The ability to analyze ticket trends and identify potential major incidents.
  • A proactive and results-oriented approach to problem-solving.
Benefits and Career Advancement
  • Opportunity to work in a dynamic and global environment.
  • Professional development and growth opportunities.
  • A collaborative and supportive team atmosphere.

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