Technical Support Specialist

2 days ago

Malappuram, Kerala, India beBeeExpert Full time ₹ 45,00,000 - ₹ 80,00,000
Job Title

We are seeking a skilled Technical Support Specialist to join our team.

This role involves providing technical assistance, resolving issues, and ensuring seamless day-to-day operations. As a key member of our End User Services team, you will be responsible for delivering world-class IT support to our users.

You will work independently and as part of a collaborative team to troubleshoot technical issues, manage IT assets, deploy hardware, and ensure that users have the tools and support they need to stay productive.

Key Responsibilities:
  • Tech Support: Provide face-to-face technical support for hardware, software, and corporate mobile devices.
  • Ticket Management: Address tickets related to Windows 10, Office 365, Outlook, VPN, MFA, and remote access.
  • Technology Expertise: Support technologies like Citrix XenApp/XenDesktop, VDI, and other client OS environments.
  • ServiceNow: Use ServiceNow for incident management, asset tracking, and user request handling.
  • Remote Troubleshooting: Conduct remote troubleshooting and guide users through resolutions.
  • Hardware Deployment: Participate in hardware deployment and decommissioning, including managing loaner devices.
  • Asset Management: Maintain accurate asset records and support compliance processes like data preservation.
  • Device Support: Support end users with BYOD and personal devices in line with company policy.
  • Training and Adoption: Host product demos, provide training, and promote technology adoption.
  • Issue Escalation: Escalate unresolved issues while maintaining SLA compliance.
Requirements:
  • Technical Experience: 1–3 years of experience in Desktop/Help Desk Support for domestic and international users.
  • Education: Any graduate with 15 years of formal education.
  • Skills: Expertise in Windows 10, Microsoft Office, and desktop/laptop troubleshooting.
  • ITSM Tools: Strong working knowledge of ServiceNow or similar ITSM tools.
  • Citrix Environments: Experience with Citrix environments, Office 365, and mobile device configuration.
  • Problem-Solving Skills: Solid problem-solving skills and a proactive mindset.
  • Communication Skills: Excellent communication, empathy, and customer service skills.
  • Organizational Skills: Organizational discipline for asset and vendor management.

Bonus Points:

  • Familiarity with additional technologies.
  • Previous experience in a similar role.

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