Technical Support Specialist

4 days ago

Lahore, Punjab, Pakistan beBeeSystemSupport Full time 800,000 - 1,200,000

We are seeking a skilled professional to join our technical support team. This role involves overseeing the day-to-day operations, resolving complex system issues, and ensuring high-quality service delivery.

Key Responsibilities:
  • Supervise and guide team members, providing direction and support.
  • Investigate and resolve complex technical issues related to our products or services.
  • Manage escalated issues efficiently and continuously follow up with customers to provide excellent service delivery.
  • Ensure the team consistently meets the required SLAs for incident and requests.
  • Contribute to the development of knowledge base articles, FAQs, and training materials to empower customers and support colleagues.
  • Collaborate with product development and quality assurance teams for product improvement.
  • Assign tasks to team members and monitor progress to ensure timely resolution of system issues.
  • Deliver coaching, training, and constructive feedback to enhance team performance and development.
  • Ensure department level compliance with support processes and suggest improvements.
  • Swiftly resolve system incidents to minimize downtime and impact on operations.
  • Analyze root causes of system issues to develop long-term solutions, implement preventive measures to avoid future occurrences of similar problems.
  • Drive strategic initiatives and projects that will improve overall team performance and customer experience.
Requirements:
  • Education: Bachelor's degree in Computer Science/IT or equivalent.
  • Demonstrates a customer-focused approach and strong problem-solving abilities.
  • Strong leadership and team management skills.
  • Deep knowledge of networking, network security, VOIP and advanced Linux.
  • Expertise in incident, problem, and change management processes.
  • Solid understanding of compliance requirements and information security practices.
  • Excellent communication, problem-solving, and analytical skills.
  • Ability to handle high-pressure situations and resolve escalations effectively.

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