Senior System Support Executive

Job Description

Position: Senior System Support Executive Position Summary The Senior System Support Executive is responsible for delivering technical support to end users across various enterprise applications and systems. This role ensures the resolution of technical issues efficiently and aligns IT services with business objectives. Key Responsibilities • Possess expert-level knowledge of Windows Server environments, including Active Directory, DHCP, DNS, WSUS, and WDS. • Take end-to-end ownership of employee technical issues and ensure timely resolution within service level expectations. • Provide real-time support to employees via chat, aiding in troubleshooting, root cause analysis, and issue resolution. • Contribute to Problem Management by identifying recurring incidents and proposing long-term solutions. • Drive continual improvement initiatives within the IT Operations Support function. • Conduct training sessions and prepare user-friendly documentation to enhance end-user self-service. • Create and maintain technical documentation to contribute to the departments knowledge base, promoting effective knowledge sharing. • Collaborate with Network and Systems Engineering teams to provide hands-on support for network and server infrastructure. • Perform scheduled system audits and routine maintenance checks on user systems. • Manage OS patching and maintain vendor relationships for timely support and escalations. • Oversee IT inventory and asset configuration documentation. • Demonstrate the ability to operate both independently and within a team structure. • Develop and document workarounds for unresolved incidents. • Communicate with users to assess and translate technical problems into actionable solutions. • Uphold consistency and reliability in service delivery. • Exhibit strong interpersonal, communication, and time management skills. • Apply effective decision-making and organizational capabilities to manage priorities and incidents. Technical Proficiencies • Hands-on experience with: Gsuite/any email systems, Fortinet Firewall,Switches, Crowdstrike, BitLocker, Ivanti Endpoint Management, AD. Preferred Qualifications • 5–7 years of proven experience in IT Infrastructure support. • A degree in B.E., B.Tech, MCA, MSc-IT, or an equivalent field. • Industry certifications such as CCNA, MCSA, or CompTIA N+ are advantageous. • Strong analytical, verbal, and written communication skills. • Proven troubleshooting capabilities and a methodical problem-solving approach.