Expert Technical Support Professional

4 days ago

Meerut, Uttar Pradesh, India beBeeTechnical Full time ₹ 8,00,000 - ₹ 12,00,000
Senior IT Support Specialist

The Senior IT Support Specialist is a key role that plays a vital part in delivering top-notch, end-to-end support to our global user base. This position requires an individual with deep technical knowledge, sound judgment, and a passion for service.

This role supports a global 24x7 environment and contributes to a support experience that is scalable, user-focused, and relentlessly improving.

  • Main Responsibilities
  • Provide expert-level support to users via phone, email, and chat, with a calm, confident, and user-centered approach.
  • Troubleshoot and resolve complex 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.

Requirements

  • At least 3 years of experience in a technical support or service desk environment.
  • Strong understanding of Windows operating systems, enterprise software, and end-user hardware.
  • Proficient with Microsoft 365 (Outlook, Teams, Excel, SharePoint) and remote troubleshooting tools.
  • Experience with Active Directory, account administration, and access troubleshooting.
  • Solid foundational networking knowledge (DNS, DHCP, VPN, IP troubleshooting).
  • Excellent documentation, organizational, and ticket-handling skills.
  • Effective communicator with the ability to guide and de-escalate users in high-pressure situations.
  • Demonstrated ability to take ownership of issues from intake through resolution.
  • Passion for learning, improvement, and delivering exceptional service.

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