Remote Technical Support Expert

2 days ago

Islamabad, Islamabad, Pakistan beBee Careers Full time
Technical Support Analyst Role Summary

This is a remote position requiring strong communication and problem-solving skills to assist customers with technical issues via email and video conference.

The ideal candidate will have experience in tiered-level technical customer support, a strong understanding of resolving customer needs promptly, and excellent troubleshooting skills.

Key Responsibilities:
  • Demonstrate strong communication skills in English while maintaining friendly composure with external customers. Video and phone interaction are required.
  • Communicate and provide knowledge transfer to other support agents on escalated calls and resolutions.
  • Provide technical support for company products to customers' IT staff via Freshdesk, Microsoft Teams, Outlook, and Zoom.
  • Create and update technical support knowledge base articles, troubleshooting guides, and support documentation.
  • Analyze customer problems, perform diagnostic procedures to identify, isolate, and resolve root causes.
  • Prioritize incidents, requests, and product questions to ensure all SLAs are met.
  • Escalate or collaborate with appropriate support management, specialists, and/or development teams on unresolved issues.
  • Maintain call records/logs and resolution details using an incident tracking system.
  • Collaborate with development teams on new technology testing and implementation.
Requirements:
  • Minimum 3 years of technical support experience in the software industry.
  • Bachelor's degree in IT, Computer Science, or a related field is preferred.
  • A+ Certification, Network+, and Microsoft Certified - MCP are beneficial.
  • Extensive knowledge of Windows 11, 10, Server 2022, and 2019 for hardware/software installation and configuration.
  • Strong Microsoft software troubleshooting skills.
  • Understanding/experience in networking (TCP/IP, DNS, HTTP/HTTPS).
  • Understanding/experience with Windows and configurations.
  • Ability to react quickly and effectively under pressure.
  • Superb troubleshooting skills and tenacity in problem-solving.
Additional Qualifications:
  • Familiarity with virtualization technologies like VMware or Hyper-V.
  • Strong documentation skills for creating technical guides and support documentation.
  • Excellent time management and organizational skills.
  • Experience using troubleshooting tools such as Process Monitor (procmon), Windows Performance Recorder/Analyzer (or Xperf) and Packet Capturing tools such as Wireshark is a plus.
  • General experience working within virtual environments on cloud platforms such as AWS and Microsoft Azure is a plus.
  • Knowledge of scripting languages (e.g., PowerShell) for automation is a plus.
What We Offer:
  • Competitive salary and benefits package.
  • Opportunities for professional development and growth.
  • Collaborative and innovative work environment.
  • Chance to work on cutting-edge cloud projects.
  • Supportive and inclusive company culture.

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