Support Executive

A fresher or entry-level Tech Support professional is responsible for providing basic technical assistance to end users and ensuring smooth operation of software, hardware, and network systems. Their primary role includes responding to user queries through phone, email, chat, or ticketing systems and troubleshooting common issues related to system performance, login problems, connectivity, and application errors. They are expected to follow established support procedures and escalate complex issues to senior team members when necessary.

They assist in installing, configuring, and updating software applications under supervision. Maintaining accurate records of user interactions, resolutions, and pending issues within the ticketing tool is an essential part of their daily responsibilities. Freshers must actively monitor systems for alerts or potential issues and report them promptly to the support team.

Clear communication, patience, and customer-focused problem solving are crucial, as they often guide users step-by-step to resolve basic technical problems. They may also contribute to creating simple documentation such as FAQs, user guides, and troubleshooting steps to improve support efficiency.

Additionally, they are expected to continuously learn about new tools, technologies, and organizational systems to enhance their troubleshooting capabilities and support overall IT operations effectively.