Technical Support Specialist

Role Overview

Seeking an analytical, hands-on, and highly experienced Technical Support Specialist to lead operational reliability, administration, and troubleshooting of enterprise software systems and client-facing technology infrastructure. This role involves isolating, diagnosing, and resolving sophisticated software, application, and network anomalies to ensure minimal system downtime. The ideal candidate is a seasoned diagnostic expert with a proven track record in system environments, capable of handling high-priority incident management and complex technical problem-solving. This is a permanent, mid-level IT position requiring established technical experience; entry-level applicants or freshers will not be considered.

Key Responsibilities

• Systematically identify, isolate, and resolve sophisticated Tier-2 and Tier-3 mechanical/logic software failures, server glitches, and application infrastructure bottlenecks.
• Lead real-time troubleshooting during critical system outages, server breakdowns, or application downtime to restore operational efficiency swiftly and mitigate business revenue loss.
• Diagnose and resolve complex network, connectivity, database, and system environment issues (including VPNs, DNS configurations, and LAN/WAN topologies).
• Partner with senior engineering, DevOps, and product management teams to execute routine patch updates, database maintenance, API integrations, and facility-wide software upgrades.
• Maintain meticulous, digital-ready incident reports, root-cause analyses (RCAs), tracking metrics, and technical runbooks within our ticketing and enterprise asset management platform.
• Strictly manage, monitor, and resolve incoming technical queues to guarantee full compliance with corporate Service Level Agreements (SLAs) and high customer satisfaction (CSAT) metrics.
• Author and curate comprehensive technical documentation, troubleshooting articles, and deployment guides to enhance internal team capabilities and self-service support models.
• Analyze recurring technical issues, identify core software bugs, and suggest data-driven optimizations to improve system stability, automation tools, and overall operational workflows.

Requirements & Qualifications

Bachelor’s Degree in Computer Science, Information Technology, Computer Engineering (B.Tech/B.E./BCA/MCA/B.Sc IT), or an equivalent advanced technical certification.