Advanced Technical Support Professional

18 hours ago

Bengaluru, Karnataka, India beBeeExpert Full time ₹ 18,00,000 - ₹ 25,00,000
Senior IT Support Specialist

Job Summary:

We are seeking a highly skilled Senior IT Support Specialist to join our global IT support team.

This is an exciting opportunity for a technical expert and problem solver to make a meaningful impact on our organization's overall performance and customer experience.

Key Responsibilities:
  • Provide high-quality, end-to-end IT support to users worldwide, serving as a senior point of contact for IT support requests via phone, email, and chat.
  • Troubleshoot and resolve a wide range of technical issues involving hardware, software, networking, and enterprise applications.
  • Own and drive resolution for high-impact and escalated issues, ensuring clear communication and timely follow-through.
  • Document all activities in the IT Service Management platform with precision and completeness.
  • Mentor and support junior agents by sharing best practices, troubleshooting techniques, and knowledge resources.
  • Create, refine, and review knowledge base articles to improve team consistency and issue resolution quality.
  • Use remote support tools to conduct advanced diagnostics and root cause analysis.
  • Provide guidance to users across varying levels of technical literacy, adapting communication style accordingly.
  • Support incident prioritization by assessing urgency, impact, and recurrence trends.
  • Champion service standards, driving consistency and accountability across the team.
  • Identify and recommend improvements in tools, processes, and workflows to increase efficiency and service reliability.
  • Collaborate with Tier 2/3 teams and other IT functions to ensure seamless handoffs and reduce time-to-resolution.
  • Provide support for conferencing and AV technologies, including Microsoft Teams and Zoom.
  • Participate in proactive maintenance, system checks, and readiness tasks.
  • Handle multiple requests with professionalism and urgency, while maintaining high-quality user engagement.

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