Technical Support Specialist

15 hours ago

Delhi NCR Delhi, India beBeeTechnical Full time ₹ 15,00,000 - ₹ 28,00,000

Job Title: Technical Support Specialist

  • Handle customer inquiries via various communication channels including calls, emails, chats, and incidents on a ticketing system.
  • Log details of all incidents and problems using standard reporting methods and maintain accurate records.
  • Provide first-line fixes or escalate problems to higher-level technical teams as necessary.
  • Utilize supplied checklists to ensure issues are properly addressed.
  • Maintain procedures in line with ITIL best practices and the company s quality management system.
  • Log all customer interactions in the Service Desk Call Logging system.
  • Demonstrate strong knowledge of computer systems, networks, printers, MS Office products, and their components.
  • Evaluate and escalate tickets to L2 and L3 teams as appropriate, ensuring timely follow-up for resolution.
  • Effectively handle international client communications.
Required Skills and Qualifications:
  • Strong working knowledge of Operating Systems, MS Office, Active Directory, VPN, and other related tools.
  • Excellent written and verbal communication skills.
  • Ability to categorize and prioritize issues for escalation to technical teams.
  • Capacity to identify and diagnose issues.
  • Proficiency in recording and providing solutions to reported queries.
  • Capacity to advise users on appropriate actions.
  • Monitoring issues from start to resolution.
  • Escalation of unresolved problems to higher levels of support when necessary.
  • Provision of essential online security advice and support.
  • Ability to work under pressure and manage tight deadlines or unexpected changes in expectations or requirements.
  • Effective collaboration with cross-functional teams via email, phone, and MS Teams.
Benefits:

The successful candidate will have opportunities to grow professionally and contribute to a dynamic team. Regular feedback, training, and support will be provided to ensure success.

Others:

Additional benefits include flexible working arrangements, opportunities for professional development, and a supportive work environment.

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