Tech Support Expert

6 days ago

Karachi, Sindh, Pakistan beBee Careers Full time

Provide exceptional customer service as a Support Specialist, delivering high-quality solutions and troubleshooting skills to ensure smooth system operations.

Tech Support Expert

We are seeking a highly skilled and detail-oriented individual to join our team as a Support Specialist. This role involves handling incidents and requests professionally, taking ownership of problems, and managing them logically and methodically.

The ideal candidate will have experience with Microsoft 365 and Exchange Online administration, specifically in managing user level permissions, troubleshooting user accounts, and email security. They should also be familiar with Azure Entra ID Administration and Security, conditional access, MFA, and role-based access control (RBAC).

In this role, you will work closely with IT support teams, SecOps, and senior analysts to resolve issues and improve processes. You will also be responsible for monitoring IT security tools for alerts, events, and ticket queues, performing initial investigations, and working with Level 2 on complex issues and sensitive matters.

The successful candidate will possess excellent communication skills, both written and verbal, with a strong command of the English language. They should also have advanced critical thinking and troubleshooting skills, with a proven record of delivering high-quality customer service in a technical support role.

This is an excellent opportunity for someone who is passionate about helping people, excels in software troubleshooting, and enjoys diagnosing and resolving issues. If you are a team player with a strong work ethic and a desire to learn and grow, we encourage you to apply.

Key Responsibilities:

  • Handle incidents and requests professionally and courteously via instant messaging, telephone, and email.
  • Take ownership of incidents and problems, managing them logically and methodically.
  • Perform thorough diagnostics with end users to resolve incidents and problems at the first point of contact.
  • Ensure all incidents are progressed and resolved within a timely manner, following OLA and SLA guidelines.
  • Work with SecOps to monitor IT security tools for alerts, events, and ticket queues.
  • Perform initial investigations and work with Level 2 on complex issues and sensitive matters.
  • Collaborate with management to review summarized findings, identify recurring issues, and collect KPIs.
  • Develop and maintain knowledge and skills to aid in first-time incident resolution.
  • Document standard operating procedures (SOPs) and workflows accurately and efficiently.
  • Manage scheduled tasks for customers to ensure their systems remain operational.

Required Skills and Qualifications:

  • Experience with Microsoft 365 and Exchange Online administration.
  • Familiarity with Azure Entra ID Administration and Security.
  • Excellent communication skills, both written and verbal.
  • Advanced critical thinking and troubleshooting skills.
  • Proven record of delivering high-quality customer service in a technical support role.
  • Detail-oriented with the ability to accurately capture customer inquiries.

Benefits:

  • Market-leading salary.
  • Medical coverage – self and dependents.
  • Provident fund.
  • Employee performance-based bonuses.
  • Home internet subsidy.
  • Conveyance allowance.
  • Profit sharing plan.
  • Life benefit.
  • Child care facility.
  • Company-provided lunch/dinner.
  • Professional development budget.
  • Recreational area for in-house games.
  • Sporadic on-shore training opportunities.
  • Friendly work environment.
  • Leave encashment.

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