Senior IT Technical Support Professional

2 weeks ago

Bengaluru, Karnataka, India beBeeTechnical Full time ₹ 80,00,000 - ₹ 1,20,00,000
Technical Support Specialist

We are seeking a highly skilled technical support specialist to join our team.

About the Role
  • Provide level 2 support for Windows & Mac platforms across multiple clients and client-site locations.
  • Troubleshoot and resolve complex issues related to O365, Windows, Mac OS, networking, hardware, and software configurations.
  • Utilize remote support tools to connect to end-user devices and efficiently resolve issues in a timely manner.
  • Assist in diagnosing, repairing, and troubleshooting system-level problems for client devices and environments.
Key Responsibilities
  • Technical Support & Troubleshooting:
    • Offer level 2 support for Windows & Mac platforms across multiple clients and client-site locations.
    • Troubleshoot and resolve intricate issues associated with O365, Windows, Mac OS, networking, hardware, and software configurations.
    • Use remote support tools to access end-user devices and resolve issues promptly.
    • Collaborate in identifying, fixing, and troubleshooting system-level issues on client devices and environments.
  • Ticket Management & Documentation:
    • Effectively manage and update tickets in the ticketing system, ensuring timely resolution and proper escalation when necessary.
    • Maintain detailed documentation of all troubleshooting steps, resolutions, and procedures.
    • Track recurring issues and collaborate with senior engineers for resolution and continuous improvement of support processes.
  • System Configuration & Maintenance:
    • Configure and maintain Office 365 applications, including Exchange, SharePoint, Teams, and OneDrive.
    • Perform regular system and application updates, patch management, and preventive maintenance on client devices and networks.
    • Use checklists and planning skills for maintenance activities to ensure smooth operations and minimal service disruption.
  • Collaboration & Client Interaction:
    • Work closely with NOC and SOC teams to escalate and resolve critical incidents affecting client systems or network security.
    • Communicate effectively with end-users during troubleshooting and resolution, keeping them informed of progress and outcomes.
    • Serve as a liaison between the Help Desk and more advanced support levels, escalating issues as required.
  • Cloud Infrastructure & Security Awareness:
    • Support clients with cloud-based infrastructure needs, including Azure, AWS, and cloud environments.
    • Ensure client devices are configured securely, implementing best practices in coordination with SOC teams.

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