Service Desk/SOC Support Specialist

4 days ago

Karachi, Sindh, Pakistan beBee Careers Full time

**About the Role:**

Tier 1 & 2 Support Specialist

This position provides exceptional customer service to end-users and businesses by delivering timely and effective support for applications across geographically dispersed operating units. As a Tier 1 & 2 Support Specialist, you will actively monitor Security Operations Center (SOC) alerts and collaborate with escalation resources to mitigate and resolve security issues.

  • Handle incidents and requests professionally via instant messaging, telephone, and email.
  • Accurately log, categorize, and prioritize incidents and requests according to team procedures.
  • Perform thorough diagnostics with end-users to resolve incidents and problems at the first point of contact.

**Key Responsibilities:**

  1. Incident Management: Manage incidents logically and methodically, ensuring timely resolution and following OLA and SLA guidelines.
  2. Diagnostics and Resolution: Diagnose and resolve issues efficiently, ensuring all incidents are progressed and resolved within a timely manner.
  3. Escalation: Recognize complex problems and escalate them to specialized internal or external support teams when necessary.

**Requirements:**

  • Familiarity with IT Service Management tools like InforCRM, ServiceNow, and Team Support.
  • Experience with Microsoft 365 and Exchange Online administration, specifically in managing user level permissions, troubleshooting user accounts, and email security.
  • Strong familiarity with Microsoft 365 applications like Word, SharePoint, Excel etc.
  • Excellent collaboration skills and ability to work as a team player.

**Preferred Qualifications:**

  • Exposure to Public Cloud (Azure, AWS)
  • Familiarity with MacOS, MacOS security and management with endpoint monitoring tools (JAMF, Intune, or other MDM solutions).
  • Knowledge of SaaS solutions like Salesforce or Webex and cloud backup platforms.

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