Senior Technical Support Specialist
4 weeks ago
**Job Summary:**
The Senior Technical Support Specialist is the first point of contact for IT support within ThoughtSol Infotech Pvt. Ltd, responsible for providing efficient and courteous technical assistance.
This role involves handling initial support requests, troubleshooting technical issues, resolving basic IT incidents, and escalating complex problems to higher support levels.
Key Responsibilities:
- Technical Support:
- Respond to incoming service desk calls, emails, and tickets in a timely manner.
- Provide first-level support by troubleshooting and resolving hardware, software, and network-related issues.
- Incident Management:
- Identify, prioritize, and manage incidents according to defined Service Level Agreements (SLAs).
- Escalate complex issues to higher support levels when necessary, ensuring proper handoff with clear documentation.
- Track and follow up on outstanding incidents, maintaining communication with end-users.
- User Assistance:
- Guide end-users through basic technical steps to resolve common issues.
- Provide password resets, account unlocks, and basic user account management.
- Educate users on best practices for security, software usage, and IT policies.
- Systems Monitoring and Maintenance:
- Monitor system alerts and notifications, acting on any critical issues or outages.
- Perform routine maintenance tasks such as software updates and system checks.
- Report recurring issues to Level 2 support or management for further investigation.
Qualifications:
We are seeking candidates with an Associate or Bachelor's degree in Information Technology, Computer Science, or a related field, along with 1+ years of experience in a help desk or technical support role.
Certifications such as ITIL Foundation, CompTIA A+, or Microsoft certifications are a plus.
Salary: ₹400,000 - ₹700,000 per annum based on location and qualifications.
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