This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Specialist based in India.
This role offers the opportunity to provide advanced technical support and solve complex security technology challenges in a global IT environment. The position focuses on diagnosing incidents, implementing solutions, and ensuring reliable service delivery for enterprise clients. You will work with cutting-edge security technologies while collaborating with customers, vendors, and technical teams. The role requires strong troubleshooting abilities, proactive problem-solving, and a commitment to maintaining high service standards. You will contribute to improving operational efficiency through incident management, knowledge sharing, and continuous service improvement. This opportunity is ideal for a technically skilled professional who enjoys solving complex problems and working in a fast-paced support environment.
Accountabilities:
The Technical Specialist will be responsible for delivering advanced remote technical support, managing security-related incidents, and ensuring effective resolution of client issues. Key responsibilities include:
- Provide Level 3 remote technical support by diagnosing, troubleshooting, and resolving complex technical incidents.
- Manage support requests according to established processes, ensuring timely resolution and adherence to service level agreements (SLAs).
- Investigate root causes of incidents and implement corrective actions and preventive measures.
- Prioritize, analyze, and resolve technical issues while following defined incident management procedures.
- Perform maintenance activities and ensure supported systems remain reliable and secure.
- Use knowledge articles, technical documentation, and troubleshooting procedures to improve incident resolution efficiency.
- Maintain accurate records of incidents, resolutions, configuration items, and service activities.
- Monitor service performance against agreed SLAs and identify opportunities for improvement.
- Escalate unresolved issues appropriately and coordinate with internal teams, vendors, and customers to achieve resolution.
- Provide regular updates to clients and stakeholders throughout the incident lifecycle.
- Maintain secure and accurate configuration information for supported assets and systems.
- Support the implementation of agreed solutions, repairs, and service recovery activities.
- Create and update knowledge articles to improve future diagnosis and resolution processes.
- Continuously develop technical expertise through certifications, training, and exposure to emerging technologies.
- Collaborate with cross-functional teams to enhance service quality and operational performance.
Requirements: