Technical Support Specialist II

Responsibilities

• Act as a subject matter expert with deep knowledge of end-to-end service desk operations.
• Collaborate with cross-functional and cross-product teams to resolve customer issues effectively.
• Ensure high levels of customer satisfaction by managing service relationships and experiences.
• Manage shift operations independently, ensuring priority tasks and incidents are addressed promptly.
• Create tickets for all service requests and issues received via email, call, or chat.
• Send IT notification emails to affected users and coordinate with relevant teams until resolution.
• Handle all critical and VIP issues with the highest priority and diligence.
• Monitor and track critical/major tickets; provide timely updates and close resolved tickets.
• Conduct spot checks on ticket documentation for accuracy in service impact, priority, and work notes.
• Escalate unresolved priority issues to leads for quicker resolution.
• Maintain and update Knowledge Base articles; suggest and create new content as needed.
• Monitor new joiners, support performance improvements, and reduce errors.
• Drive team to meet KPIs such as First Response Time, Resolution Time, First Call Resolution Rate, and CSAT.
• Lead effective shift huddles and ensure fair task distribution.
• Ensure all incidents and service requests are managed per SOPs.
• Collaborate with other support teams to gather information and resolve issues efficiently.
• Keep up-to-date with team developments and escalate appropriately.
• Perform weekly ticket audits and provide quality feedback.

Qualifications

• Bachelor's degree (BTech in CSC/IT/ECE or BSc in Computer Science).
• 6+ years of hands-on experience in IT Service Desk operations.
• Strong technical knowledge of IT systems, networking, and security.
• Experience with Microsoft Exchange Server (20002016) and Active Directory (including online environments).
• Proficient in troubleshooting Microsoft Office 365 and Outlook issues.
• Good understanding of mail flow, routing, setup, and general admin concepts.
• Experience in monitoring infrastructure, servers, and services.
• Sound understanding of ITIL framework and service management processes.
• Strong oral and written communication skills.
• Must be well-organized, detail-oriented, and a fast learner.
• Willingness to work in a 24/7 rotational shift environment.