Job Summary

We are looking for a Technical Support Executive to provide timely and effective technical assistance to customers and internal users. The role involves troubleshooting issues, resolving queries, and ensuring a high level of customer satisfaction through clear communication and problem-solving skills.

Key Responsibilities

• Provide technical support via phone, email, chat, or ticketing systems

• Diagnose and troubleshoot hardware, software, and network-related issues

• Guide users through step-by-step solutions in a clear and patient manner

• Log, track, and resolve support tickets within defined SLAs

• Escalate unresolved or complex issues to higher-level support teams

• Install, configure, and maintain systems, applications, and devices

• Maintain accurate documentation of issues, solutions, and procedures

• Follow up with users to ensure issue resolution and satisfaction

• Adhere to company policies, processes, and quality standards

Required Skills & Qualifications

• Bachelor’s degree / Diploma in IT, Computer Science, or a related field (preferred)

• Proven experience in technical support, helpdesk, or customer support roles

• Strong knowledge of operating systems (Windows, macOS, Linux – as applicable)

• Basic understanding of networking concepts (LAN, WAN, TCP/IP, DNS)

• Familiarity with ticketing tools (e.g., Jira, Zendesk, Freshdesk)

• Excellent verbal and written communication skills

• Strong analytical and problem-solving abilities

• Ability to work in shifts and handle pressure situations