Technical Support Specialist II

Responsibilities

• Act as a subject matter expert with deep knowledge of end-to-end service desk operations.
• Collaborate with cross-functional and cross-product teams to resolve customer issues effectively.
• Ensure high levels of customer satisfaction by managing service relationships and experiences.
• Manage shift operations independently, ensuring priority tasks and incidents are addressed promptly.
• Create tickets for all service requests and issues received via email, call, or chat.
• Send IT notification emails to affected users and coordinate with relevant teams until resolution.
• Handle all critical and VIP issues with the highest priority and diligence.
• Monitor and track critical / major tickets; provide timely updates and close resolved tickets.
• Conduct spot checks on ticket documentation for accuracy in service impact, priority, and work notes.
• Escalate unresolved priority issues to leads for quicker resolution.
• Maintain and update Knowledge Base articles; suggest and create new content as needed.
• Monitor new joiners, support performance improvements, and reduce errors.
• Drive team to meet KPIs such as First Response Time, Resolution Time, First Call Resolution Rate, and CSAT.
• Lead effective shift huddles and ensure fair task distribution.
• Ensure all incidents and service requests are managed per SOPs.
• Collaborate with other support teams to gather information and resolve issues efficiently.
• Keep up-to-date with team developments and escalate appropriately.
• Perform weekly ticket audits and provide quality feedback.

Qualifications

Skills Required

Networking, Troubleshooting, Linux, Sql, Cloud Computing, Python, Virtualization, Scripting, Apis, Security