IT Support Executive

Skills:

Desktop Support, Software, Hardware, Installation, Troubleshooting, Technical Troubleshooting, Ticketing Systems,

Roles And Responsibilities

Customer Support

: Respond to customer inquiries via phone, email, or chat to address hardware, and software-related issues, resolve bugs, and assist with general troubleshooting.

Troubleshooting

: Analyze, diagnose, and resolve hardware and software problems, documenting the resolution steps in a ticketing system.

Hardware testing and setup

: Before sending the customer to check hardware and setup prerequisites as per the process.

Software Installation & Setup

: Assist clients with software installation, configuration, and updates.

Product Expertise

: Maintain an in-depth understanding of the company's software products and services to assist users effectively.

Technical Documentation

: Create and maintain detailed, user-friendly documentation and FAQS for troubleshooting common issues.

Testing & Bug Reporting

: Collaborate with the development team to identify bugs, test software updates, and provide feedback for product improvement.

Customer Training

: Provide training to users on best practices and how to use the software efficiently.

Escalation Management

: Identify issues that require advanced technical support and escalate them appropriately to ensure timely resolution.

Quality Assurance

: Perform quality checks on customer systems to prevent future issues.

Required Skills & Qualifications

Technical Knowledge

: Proficiency with various software platforms and operating syster (Windows, macOS, Linux). Knowledge of LAN and wireless networks. Familiar w databases, networks, and hardware troubleshooting is a plus.

Communication Skills

: Excellent written and verbal communication skills. Ability to explain technical concepts to non-technical users clearly and effectively.

Problem-solving

: Strong analytical and diagnostic abilities to resolve software issue quickly and efficiently.

Customer Service

: A friendly and empathetic demeanor, with a focus on user satisfaction. Experience in customer support roles is a plus.

Time Management

: Ability to prioritize tasks, manage time efficiently, and handle multiple support requests concurrently.