Technical Support Desk Executive

Position : Technical Support Desk Executive

Reports to : General Manager-Customer Support

Location : Mumbai

Minimum Years of Experience : 2 Years

Maximum Years of Experience : 4 Years

Minimum Qualifications : Diploma in Computer engineering / Computer Science and engineering / Information Technology / Electronics / Electronics and Telecommunication. BSc in Computer Science and engineering / Information Technology

Preferred Qualifications : NA

Type of Work Experience Required (Mandatory) : Should have experience in providing remote support for all IT-related issues in software-controlled instruments. Having technical knowledge on Windows Operating Systems for desktop, servers and troubleshooting Operating System related issues Proficiency in platforms like CRM/ticketing suites, database tools like SQL basics.

Type of Work Experience Required (Preferred) : Having technical knowledge on Backup procedures, Backup Configuration and Backup Tools Having technical knowledge on Networking, Routing, VPN, Switching Concepts Having experience working on related software for analytical instruments like UV, FTIR, GC would be added advantage. Having knowledge on Microsoft SQL Server will be an advantage

Responsibilities :

• Day to day troubleshooting and resolutions of software issues via phone, chat, email, and/or using remote desktop tools
• Check purchase orders, supporting documents, approvals, and applicable GST details
• Field/remote support for all IT-related issues in software-controlled instruments
• Ensuring customer satisfaction for IT Support calls by providing resolution and supporting the customer
• Tracking the calls, and monitoring call resolution time, turn-around time and monitoring key performance metrics

General Success Behaviours (Key Competencies) :

• Accountability: Takes ownership of tasks and responsibilities
• Collaboration & Teamwork: Works effectively with others across teams and departments.
• Communication: Communicates clearly, effectively and professionally.
• Customer & Stakeholder Focus: Understands the internal and external customer needs.
• Integrity & Ethics: Acts honestly, maintains confidentiality and upholds company values.
• Results Orientation: Works proactively, manages time to meet deadlines and priorities.
• Professionalism: Upholds professional standards and represents the organisation positively.
• Organizational Awareness: Keeps updated on the organization’s goals and industry trends.

Any specific skills/knowledge required for this position :

• Good communication verbal and written
• Having sound technical knowledge on Windows Operating Systems for desktop, servers and troubleshooting Operating System related issues
• Having technical knowledge on Networking, Routing, VPN, Switching Concepts
• Having technical knowledge on Backup procedures, Backup Configuration and Backup Tools.
• Having knowledge on Microsoft SQL Server will be an advantage
• Having sound technical knowledge of prevailing Software’s for connectivity of high-tech analytical instruments in Standalone/ Client-Server environment, Root Cause Analysis (RCA) and Resolution of IT related issues.