Technical Support Specialist - (IT Support Specialist)

Technical Support Specialist sought to provide timely, effective technical assistance to customers and internal users, troubleshooting hardware, software, or SaaS issues, resolving tickets, and escalating complex cases to higher-tier teams.

Requirements

• Customer Support & Troubleshooting: Respond to support tickets, calls, and chats through platforms like Zendesk, Freshdesk, Jira Service Desk, or ServiceNow.
• Diagnose and resolve Level 1/Level 2 technical issues (password resets, connectivity issues, app errors).
• Issue Escalation: Escalate unresolved or complex issues to Tier 2/3 support, DevOps, or engineering teams.
• System Administration (Basic): Perform account provisioning, access permissions, and system resets.
• Documentation & Knowledge Base: Create and update internal support documentation and FAQs.
• Monitoring & Alerts: Use monitoring tools (Datadog, Splunk, New Relic, or equivalent) to identify issues proactively.
• Collaboration: Partner with product, QA, and engineering teams to provide feedback on bugs or feature requests.