Senior Technical Support Specialist

3 days ago

Udaipur, Rajasthan, India beBeeService Full time ₹ 10,00,000 - ₹ 20,00,000
Job Summary

We are seeking a highly skilled and experienced Service Technician L2 to join our team. As a Service Technician, you will be responsible for providing technical support and resolving hardware and software issues for our team members.

Key Responsibilities:
  • Responds to Team Member questions and inquiries via telephone, email, web and other communication methods in a timely manner
  • Enters, assigns and tracks service requests in the ITSM system
  • Refers service issues to IT leadership
  • Provides technical support and works with team members to resolve Team Member hardware and software problems or questions including computer hardware and software and enterprise system software
  • Provides professional, courteous, prompt and accurate support and solutions to Team Members
  • Communicates, analyzes and troubleshoots Team Member problems and provides proper solutions or remedies
  • Properly documents problem tickets into the ITSM System
  • Assists other IT technical staff in providing Team Members feedback and support
  • Updates Service database information
  • Follows up and communicates ticket information to Team Members when appropriate
  • Performs computer imaging and installation as needed
  • Follows Service departmental guidelines and operating procedures
  • Work closely with other IT staff to acquire additional technical and nontechnical knowledge
  • Performs other related duties as required
Requirements:
  • Minimum 4 years working experience in related support service field.
  • Strong working knowledge of accounting applications, such as CCH Engagement, Thomson GoSystem Tax, XCM, TaxCaddy and SurePrep (desired)
  • Experience supporting end-users in a Microsoft environment.
  • Strong working knowledge of but not limited to – Microsoft Products including Teams, Microsoft 365, OneDrive, SharePoint, and Outlook
  • Associate degree in an IT related field or combination of education and technical training required
  • Windows 10/11, CompTIA A+, or CompTIA Network+ or Microsoft Azure certification
  • Experience troubleshooting computer and mobile device hardware.
  • Foundational knowledge in video conferencing and audio-visual hardware
  • Understanding of networking fundamentals
  • Understanding of Basic ITIL Process, SLA, Priority & Severity Matrix
  • Self-motivated and dedicated to continual personal and professional improvement.
  • Strong verbal and written communication skills are imperative for documentation and the translation of technical subjects to non-technical staff.
  • Must be able to work extended hours when required.
  • Ability to lift up to 50lbs.
  • Experience working in a public accounting, or other professional services, firm a plus.
  • Willingness to travel to remote offices as needed.

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