We are looking for a customer-focused and technically skilled Senior Technical Support Executive to join our IT Service Desk team. In this role, you will provide first-level technical support, troubleshoot user issues, manage service requests, and ensure timely resolution of incidents while delivering an excellent customer experience.
Key Responsibilities
- Provide technical support via phone, email, chat, and ticketing systems.
- Troubleshoot and resolve user issues related to Windows, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, VPN, and network connectivity.
- Handle account management tasks including password resets, account unlocks, and Active Directory administration.
- Manage incidents and service requests, ensuring accurate documentation and timely updates.
- Escalate complex issues when required and follow established support processes.
- Meet service level agreements (SLAs) and maintain high customer satisfaction.
- Collaborate with team members to improve service delivery and knowledge sharing.
Required Skills & Experience
- 12–18 months of experience in IT Service Desk, Technical Support, or Helpdesk environments.
- Hands-on experience with Active Directory, Azure AD, Microsoft 365, Exchange Administration, Outlook, Teams, SharePoint, and OneDrive.
- Good understanding of Windows operating systems, Microsoft Office applications, and mobile device troubleshooting (iOS and Android).
- Basic networking knowledge including TCP/IP, VPN, and network troubleshooting.
- Strong analytical, problem-solving, and customer service skills.
- Excellent verbal and written communication skills.
- Ability to multitask and work effectively in a fast-paced environment.
Preferred Qualifications
- Understanding of ITIL practices and service management processes.
- Experience working in a 24x7 support environment.
What We're Looking For
- Customer-focused mindset with strong ownership and accountability.
- Ability to work independently and as part of a team.
- Proactive, flexible, and self-motivated approach to problem solving.
- Willingness to work rotational shifts.
Education & Experience
- Graduate in any discipline.
- 12–18 months of relevant IT support or Service Desk experience.
Pay: Up to ₹700,000.00 per year
Work Location: In person
