Technical Support Specialist

2 weeks ago

Gulbarga, Karnataka, India beBeeCloud Full time ₹ 9,00,000 - ₹ 12,00,000
Job Role

We are looking for a talented professional to join our team as a technical support specialist. This role is ideal for someone with strong analytical and problem-solving skills, who can work efficiently in a fast-paced environment.

About the Job:

  • This is an exciting opportunity to work in a dynamic environment where you will be responsible for providing first-level technical support to customers and resolving incidents promptly.
  • You will be working closely with our escalation teams to resolve complex issues and ensuring that all service quality standards are met.
  • Your key responsibilities will include managing service requests, incidents, and changes using ITSM tools (e.g., ServiceNow), as well as supporting user onboarding, access provisioning, and basic resource requests.
  • You will also be responsible for monitoring system health and generating service performance reports.
  • An additional key aspect of this role is guiding users through self-service portals and support documentation.

Key Responsibilities:

  • Provide first-level technical support and resolve incidents efficiently.
  • Manage service requests, incidents, and changes using ITSM tools.
  • Support user onboarding, access provisioning, and basic resource requests.
  • Monitor system health and generate service performance reports.
  • Guide users through self-service portals and support documentation.
  • Coordinate with escalation teams for complex issue resolution.
  • Ensure compliance with SLAs and service quality standards.

Requirements:

  • 2+ years of experience in IT service desk, help desk, or technical support.
  • Hands-on experience with cloud services support (preferably GCP).
  • Proficiency in ITIL framework and service management processes.
  • Strong troubleshooting skills in application and infrastructure support.
  • Familiarity with remote support tools and basic system monitoring.
  • Excellent communication and customer service skills.
  • Ability to manage multiple tickets and priorities simultaneously.
  • Bachelor's or Master's degree in a relevant field.

Technical Skills:

  • Service Management: Incident, problem, and change management; SLA tracking; documentation and knowledge base management.
  • Technical Support: User access management, application troubleshooting, remote support, and escalation handling.
  • GCP Skills:
  • Console navigation and basic resource management.
  • IAM role assignments and access control.
  • Compute Engine and Cloud Storage support.
  • Monitoring dashboards and alert triage.
  • Billing usage analysis and cost monitoring.

Certifications:

  • ITIL Foundation (Required)
  • Google Cloud Digital Leader or Associate Cloud Engineer

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