Expert Technical Support Professional

17 hours ago

India beBeeTechnical Full time US$ 40,000 - US$ 85,000
Job Title: Technical Support Specialist

We are seeking a highly skilled and experienced Technical Support Specialist to join our team.

The successful candidate will be responsible for providing voice support and email technical support to customers, ensuring timely closure of incidents in accordance with ITIL Incident Management process.

The role involves taking ownership of calls, driving to resolution, and communicating with customers. The ideal candidate will have excellent customer management and service skills, as well as interpersonal, analytical, and problem-solving skills.

Responsibilities:

  • Provide voice support and email technical support to ensure closure according to ITIL Incident Management process
  • Follow-up and update tickets for every call to ensure timely closure
  • Take ownership of calls, drive to resolution, and communicate with customers
  • Perform the life cycle of incident management, from logging incidents to closing calls and conducting customer satisfaction surveys
  • Offer telephonic support to end-users and coordinate with vendors, client problem management teams, and other departments
  • Proactively monitor and perform documented escalation processes
  • Troubleshoot application support (off-the-shelf or customized)
  • Troubleshoot MFDs, printers, VPN software, collaboration tools, password reset tools, and remote-control tools
  • Troubleshoot MS Windows, Office, desktops, laptops, iPad peripherals, and networking issues
  • Troubleshoot applications, workplace IT, communications, and collaboration support, including IP telephony
  • Interact with internal and external stakeholders
  • Keep users informed about new or changed information through regular updates

Qualifications:

  • Windows and Macintosh operating system troubleshooting experience
  • Experience with Active Directory, Azure, Office365, VPN, MFA, and RDP
  • Experience with remote tools, such as LMI and BeyondTrust
  • Experience with ServiceNow
  • Hands-on experience in troubleshooting printers and multi-function devices (MFD)
  • At least three years of technical support experience in an IT service desk or application support role
  • Excellent written, oral, and verbal communication skills in English

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