Technical Support Specialist - Ticketing System

In this role, you will be the first line of defense for all things technical, ensuring staff members have the tools and resources they need to be productive. You will troubleshoot a variety of issues, answer questions, and escalate complex problems to the appropriate technical personnel. Responsibilities : - Provide comprehensive technical support to DBHDS staff across various departments. - Serve as the primary point of contact for technical inquiries received via phone, email, or walk-in requests. - Document all support interactions and maintain accurate records within the Help Desk ticketing system. - Manage system updates, software patches, and troubleshoot hardware and software related issues. - Analyze and diagnose technical problems to identify effective solutions. - Effectively prioritize and manage a high volume of support requests. - Escalate complex or advanced technical issues to the appropriate IT personnel. - Foster positive working relationships with DBHDS staff and IT professionals across various Proficiency in major operating systems (Windows, macOS, Linux). - Strong understanding of fundamental networking concepts (TCP/IP, DNS, DHCP). - Excellent problem-solving and analytical skills to identify and resolve technical issues efficiently. - Ability to explain technical concepts in a clear and concise manner to non-technical users. - Strong commitment to providing exceptional customer service. - Hands-on experience in a help desk or technical support environment. - Experience with ticketing systems like ServiceNow (preferred). - Excellent time management and organizational skills to prioritize tasks effectively. - Proficiency in Microsoft Office Suite applications. - Familiarity with tools for configuration management, software deployment, and automation (a plus). (ref:hirist.tech)

Location: Bangalore, IN

Posted Date: 4/27/2024