Advanced Technical Support Specialist

3 days ago

Varanasi, Uttar Pradesh, India beBeeTechnical Full time ₹ 6,00,000 - ₹ 10,00,000

Job Role Summary

We are seeking an experienced professional to serve as a senior point of contact for IT support requests via phone, email, and chat. The ideal candidate will have a calm, confident, and user-centered approach.

This role supports a global 24x7 environment and contributes to a support experience that is scalable, user-focused, and relentlessly improving.

  • 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.
  • Mentor and support junior agents by sharing best practices, troubleshooting techniques, and knowledge resources.
  • Identify and recommend improvements in tools, processes, and workflows to increase efficiency and service reliability.

Key Job Responsibilities

  • 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.

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.

Preferred Qualifications

  • Experience using ServiceDesk Plus, ServiceNow, or other ITSM platforms.
  • Familiarity with scripting, log analysis, or endpoint management tools.

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