Technical Support Specialist

2 days ago

Malappuram, Kerala, India beBeeTechnical Full time ₹ 15,00,000 - ₹ 20,00,000

Technical Support Specialist

This is a challenging role that requires strong technical skills and excellent communication skills.

As a Technical Support Specialist, you will be responsible for resolving complex technical issues created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the software and platform.

You will work closely with customers to understand their issues and provide timely and effective solutions. You will use various diagnostic tools to isolate the potential cause of the issue and collaborate with other teams as needed to resolve complex cases.

Specialists also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

Key Responsibilities:

  • Resolve technical cases created by customers
  • Provide excellent customer support experiences
  • Use skills including building trust, showing empathy, and excellent communication to answer customer questions and resolve issues
  • Employ various diagnostic tools to isolate the potential cause of the issue
  • Collaborate with other teams as needed to resolve complex cases

Qualifications & Experience:

  • Bachelor's degree in computer science or a related field (or equivalent degree and experience)
  • 2+ years providing customer-facing technical support
  • Good Communication Skills
  • Ability to comprehend server-side object-oriented programming, Unix Shell scripting and Windows scripting, and PowerShell
  • Ability in server administration across OS platforms (Windows/Unix)
  • Understanding of user permission levels, domain configuration, group policy objects and execution of SUDO Policies
  • Understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP and REST
  • Experience with troubleshooting tools such as Wireshark, Traceroute
  • Strong troubleshooting/root cause isolation skills
  • Demonstrated creative problem-solving approach and strong analytical skills
  • Must be proficient with analyzing log files and standard debugging concepts
  • Familiarity with tools & practices of the trade such as incident management, knowledge base, defect & escalation management
  • Excellent communication skills (verbal and written)

Preferred Qualifications:

  • Solid understanding of object-oriented programming skills (strongly preferred)
  • A fundamental understanding of ITOM, CMDB and ITIL business process
  • Experience providing web development support is highly desirable
  • Previous experience working with the ServiceNow platform (Asset Management, Orchestration, Discovery, Mid Server, BSM Map & Service Mapping)
  • Understanding of JavaScript or any other scripting language with logical approach for given problem statement
  • Previous experience in software development(or) software consulting
  • Experience supporting and troubleshooting infrastructure level issues

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