Senior Executive – Customer Support (IT Services)

Job Title: Senior Executive – Customer Support (IT Services)
Location: [Insert Location]
Department: IT Services / Customer Support
Reports To: Team Lead – Helpdesk / Manager – IT Services
Employment Type: Full-time

Job Summary:

We are seeking an experienced and customer-oriented Senior Executive – Customer Support (IT Services) to lead support activities for our IT services clients. This role requires hands-on expertise in IT support, infrastructure monitoring, and proactive issue resolution. The ideal candidate will take ownership of customer environments, handle escalated issues, mentor junior team members, and ensure high standards of service delivery across designated accounts.

Key Responsibilities:

• Perform and review daily health checks of firewalls, NAS, servers, and antivirus endpoints for assigned customers.
• Monitor, analyse, and resolve backup job failures, coordinating with the infrastructure team as needed.
• Provide advanced mail service support to AMC customers, including troubleshooting email delivery issues, client configuration, and DNS/MX record validation.
• Independently handle escalated support cases related to:
• Desktop/laptop startup and performance issues
• Advanced Microsoft Office troubleshooting
• File/folder sharing and access problems
• Network printer configuration and printing issues
• Customer-specific application/software issues
• Review and manage helpdesk tickets to ensure timely acknowledgement, response, and resolution within SLAs.
• Guide and mentor Executive-level support staff, assisting them in complex troubleshooting and customer communication.
• Maintain clear and professional communication with customers, ensuring regular updates and follow-ups on open issues.
• Identify trends or recurring problems and contribute to the creation of knowledge base articles and technical documentation.
• Liaise with the Executive/Sr. Executive – Service team for cases requiring onsite visits or advanced infrastructure-level support.
• Participate in service review meetings or provide technical insights for customer environment improvements.

Qualifications & Skills:

• Diploma or Bachelor's degree in Information Technology, Computer Science, or related field.
• 3–5 years of experience in IT support/helpdesk or customer service in IT infrastructure environments.
• Proficient in:
• Desktop/laptop troubleshooting (Windows OS)
• Microsoft Office Suite support (Outlook, Excel, Word)
• File sharing, printer, and basic network troubleshooting
• Email client/server environments (Office 365, G Suite, etc.)
• Monitoring tools for antivirus, backups, and infrastructure health
• Strong customer service orientation with excellent communication and interpersonal skills.
• Ability to manage multiple tasks, prioritize effectively, and work independently.
• Team leadership or mentoring experience is a strong advantage.

Preferred Certifications (Optional):

• Microsoft 365 Certified: Modern Desktop Administrator Associate
• CompTIA A+ / Network+
• ITIL Foundation
• Any relevant backup, antivirus, or mail security training/certification

Work Environment:

• Primarily office-based or remote support, with occasional on-site visits if required.
• Collaboration with cross-functional teams for escalated support and service delivery.

Kindly share me your resume on hr1.rrmgt@gmail.com and contact on 9081819471.

Job Type: Full-time

Pay: ₹20,000.00 - ₹30,000.00 per month

Work Location: In person