IT Support Executive

Position Title:

Job Type:

● As an IT Executive, he will be the first point of contact for users experiencing technical issues with hardware, software, or network systems.

● He will provide timely and effective support to ensure minimal disruption to operations and maximum user productivity.

● Provide technical guidance to users for resolving common issues (e.g., password resets, software installation, hardware and Manage and maintain LAN, Wi-FI, WAN Administration)

● Diagnose and troubleshoot basic hardware and software problems.

● Respond to user inquiries via Remote, Phone, Tickets, or in-person

● Work on user tickets and try to resolve before crossing SLA

● Conduct regular system maintenance tasks, such as software updates, patches, and backups, to ensure security and reliability.

● Supports Desktop operating systems (Windows & MAC), Desktop applications (Google Workspace, Google Apps, Office 365), Mobile Device Support, Log Case with Hardware Vendor & close H/W calls.

Responsibilities:

1. Respond to incoming support requests via phone, email, or ticketing system in a timely manner.
2. Provide technical assistance and troubleshooting for hardware, software, and network issues.
3. Perform basic diagnostics to identify the root cause of problems and implement appropriate solutions.
4. Assist users with software installations, configurations, and updates.
5. Reset passwords and unlock accounts as per established procedures.
6. Document all support activities, including solutions provided and troubleshooting steps taken.
7. Collaborate with other IT team members to resolve complex technical issues and improve support processes.
8. Stay up-to-date on new technologies and software updates
9. Ensuring a positive experience for users seeking technical assistance.
10. Update and manage IT tickets as per SLA, complete necessary IT documentation and provide weekly/monthly reports to seniors.

Qualifications:

1. Any Bachelor’s degree in Computer Science with related fields preferred.
2. Experience in a similar role providing IT support to end-users.
3. Knowledge of handling computer hardware, operating systems

   (Windows, macOS, Linux)

   , and common software applications.
4. Knowledge of networking concepts, protocols, and troubleshooting techniques.
5. Proficiency in diagnosing and resolving technical issues via remote support tools.
6. Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.

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