Expert System Support Specialist

4 days ago

Thāne, Maharashtra, India beBeeTechnical Full time ₹ 10,00,000 - ₹ 15,00,000

As a technical support specialist, you will be responsible for providing assistance to end-users on various technical issues related to hardware, software, and peripherals.

The role involves troubleshooting and resolving complex technical problems using sound judgment and analytical skills.

  • Proactively identify and resolve technical issues before they become major problems.
  • Deliver multi-channel support to local and remote users through ticketing systems, phone calls, emails, chat, and in-person interactions.
  • Manage tickets efficiently by escalating when necessary and ensuring timely resolution.
  • Configure and deploy laptops and desktops for new hires and tech refreshes.
  • Utilize IT asset lifecycle management tools like FreshService to track and inventory assets.
  • Enforce IT security policies and participate in remediating security incidents or vulnerabilities.
  • Troubleshoot network connectivity, A/V conference tools, scanning, printing, and device access issues.
  • Collaborate with internal teams to identify and implement service improvements or automation opportunities.
  • Participate in special projects, pilots, and rollouts of new technologies or processes.
  • Work with external vendors and suppliers to ensure quality, time, and cost requirements are met.
  • Provide informal guidance and mentoring to junior helpdesk or first-touch support personnel.
  • Perform other IT-related duties as assigned.
Required Skills and Qualifications

Basic qualifications/skills include:

  • 4+ years of experience in an IT Helpdesk or Technical Support role.
  • Associate degree (or higher) in Computer Science, Information Technology, or equivalent professional experience.
  • Strong experience supporting Windows 11, MacOS, and common business productivity software.
  • Familiarity with cloud applications, endpoint security, mobile/tablet support, and remote tools.
  • Able to troubleshoot and resolve technical issues for non-technical users.
  • Experience using or supporting ITSM platforms such as FreshService, ServiceNow, Remedyforce, or Jira.
  • Exposure to automation tools like Power Automate or AI-driven IT solutions is a plus.
  • Demonstrated ability to multitask, prioritize, and problem-solve in a dynamic environment.
  • Strong written and verbal communication skills in English.

Knowledge of programming languages, database administration, and networking fundamentals is an advantage.

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