Senior Support Specialist

Company Description Bluechip HR Consultants is a consumer services company headquartered in Madurai, Tamil Nadu, India. The organization supports clients with a range of HR and people-focused services designed to improve workforce efficiency and employee experience. Operating in a dynamic market, Bluechip HR Consultants values reliable service delivery, professional client interactions, and practical solutions to everyday HR challenges.

The ideal candidate is an effective communicator and proactive problem solver with a proven track record of delivering exceptional technical support in fast-paced environments, while also serving as a supportive mentor to frontline support technicians. This role offers opportunities for professional growth and skill development.

Primary Responsibilities and Duties:

• · Provide technical support for Microsoft-based systems and Dell hardware platforms, including hardware and software troubleshooting. 
• · Setup and maintain user accounts and groups in Active Directory, Exchange and M365
• · Setup and prepare computer systems including configuring hardware and installing operating systems, applications, and software
• · Work across a broad range of technologies and act as a liaison between different IT departments
• · Document systems procedures and training materials
• · Evaluate top ticket trends and coordinate remediation efforts
• · Work closely with the Service Desk to increase First Contact Resolution and updated knowledgebase documentation as needed
• · Perform other IT related functions and duties as needed
• · Assist with project support as assigned.

Requirements and Qualifications:

• · Associate or bachelors degree preferred.
• · Minimum of 3- 5 years of experience in a customer-facing technical support role, preferably supporting a large or distributed customer base. 
• · Experience with ServiceNow or similar ITSM platform.
• · Able to participate in an occasional on-call rotation.

Technical:

• · Strong understanding of Windows 11 and system imaging tools (SCCM experience preferred).
• · Strong hardware and peripheral support experience including understanding of hardware configurations and capabilities.
• · Experience supporting Microsoft M365 suite (OneDrive, Outlook365, PowerPoint, Word, Excel, and Teams).
• · Experience setting up and maintaining user accounts and groups in Active Directory
• · Experience with VPN, VDI, and domain account management, including password resets.
• · Understanding of VoIP phone systems (RingCentral a plus).
• · Strong understanding of LAN/WAN, MFA, and SSO.
• · Familiarity with troubleshooting iOS and Android mobile devices. 
• · Experience with Microsoft Exchange
• · Experience with MDM/MAM solutions for multiple platform devices
• · Working knowledge of networking protocols and concepts

Soft Skills:

• · Excellent critical thinking and problem-solving abilities.
• · Self-motivated, adaptable, and able to manage multiple priorities in a dynamic environment. 
• · Strong communication skills with the ability to explain technical issues in simple terms.
• · Committed to providing exceptional customer service with empathy and professionalism.
• · Ability to recognize and manage potentially strained client relationships with tact and care.