Senior Process Specialist

Job Summary: We are looking for a Senior Process Specialist with 1.5 to 2 years of experience in IT Helpdesk or a similar support role. The ideal candidate should have a solid understanding of networking basics, VoIP technologies, and data circuits, along with strong troubleshooting and communication skills. This is a night shift role based in Visakhapatnam.

Key Responsibilities:

• Provide L1/L1.5 level support for technical issues related to networking, VoIP, and data circuits.
• Perform incident triage and troubleshooting via calls, chats, and emails.
• Accurately document issues and escalate them to appropriate teams with complete details.
• Maintain SLAs by managing and resolving tickets using standard ITSM tools.
• Communicate effectively with users and internal teams to ensure smooth resolution of issues.
• Follow standard operating procedures and contribute to knowledge base updates.

Required Skills:

• Good understanding of networking fundamentals, VoIP, and data circuits.
• Strong troubleshooting and incident management skills.
• Proficiency in MS Office and experience with ticketing tools (ServiceNow, Remedy, etc.).
• Excellent verbal and written communication skills.
• Ability to document and escalate complex issues effectively.
• Willingness to work in permanent night shifts.

Qualifications:

• Diploma in IT/Telecom or relevant technical certifications preferred (CCNA, CompTIA, etc.).
• 1.5 to 2 years of experience in IT Helpdesk / Technical Support / Telecom Support roles.

Preferred Attributes:

• Customer-centric mindset with a proactive approach to problem-solving.
• Ability to work independently and in a team environment.
• Experience in a global support environment is a plus.

Job Types: Full-time, Permanent

Pay: ₹200,000.00 - ₹220,000.00 per year

Work Location: In person