Job Description – Technical Support Executive / Engineer
Position: Technical Support Executive / Technical Support Engineer
Department: IT Support / Customer Support
Reporting To: CEO / COO / Technical Manager / Support Lead / HOD
Role Overview
The Technical Support Executive is responsible for providing technical assistance, troubleshooting, and problem-resolution support to customers or internal teams. The role involves handling service requests, diagnosing issues, installing/configuring systems, and ensuring timely resolution of technical problems. This position requires strong communication skills, analytical ability, and hands-on technical knowledge.
Key Responsibilities
1. Customer Support & Ticket Handling
- Respond to customer queries via call, email, chat, or ticketing system.
- Log, track, and manage support tickets until closure.
- Provide first-level and second-level support based on issue complexity.
2. Troubleshooting & Issue Resolution
- Diagnose hardware, software, network, or application-related issues.
- Guide customers through step-by-step solutions and remote troubleshooting.
- Escalate issues to higher technical teams when necessary.
3. Installation & Configuration
- Install, configure, and maintain software, applications, and hardware.
- Perform system updates, patches, and upgrades as required.
- Ensure proper configuration of devices, networks, and tools.
4. System Monitoring & Maintenance
- Monitor system performance and identify recurring issues.
- Maintain logs, documentation, and routine checks.
- Ensure compliance with IT policies and security protocols.
5. Customer Training & Guidance
- Train end-users on product usage, features, and best practices.
- Prepare user guides, FAQs, and troubleshooting documents.
6. Technical Documentation
- Maintain detailed records of issues, solutions, and service reports.
- Update knowledge base articles and SOPs.
7. Coordination & Communication
- Collaborate with development, operations, and support teams.
- Communicate updates, solutions, and timelines to customers clearly.
- Provide reports on ticket status, recurring issues, and performance metrics.
Required Skills & Qualifications
- Bachelor’s degree in IT, Computer Science, Engineering, or related field.
- 1–4 years of experience in technical support or IT helpdesk.
- Strong understanding of hardware, software, operating systems, and networking.
- Experience with remote support tools and ticketing systems.
- Basic knowledge of troubleshooting Windows, Mac, mobile devices, routers, firewalls, etc.
- Excellent communication and problem-solving abilities.
Preferred Skills
- Knowledge of CRM, ERP, cloud systems, or enterprise applications.
- Certifications like CompTIA A+, N+, CCNA, MCP (preferred, not mandatory).
- Ability to work under pressure and handle multiple cases simultaneously.
Ideal Candidate Attributes
- Customer-focused with patience and professionalism.
- Strong analytical and logical thinking ability.
- Quick learner with a proactive problem-solving mindset.
Pay: ₹35,000.00 - ₹40,000.00 per month
Application Question(s):
- How many years of experience do you have in Technical Support, IT Helpdesk, or Customer Support?
- Do you have hands-on experience troubleshooting hardware, software, and network-related issues?
- Which ticketing systems or remote support tools have you worked with? (Please specify.)
- Are you familiar with Windows operating systems, networking basics, routers, and firewalls?
- Are you comfortable providing technical support to customers via phone, email, chat, and remote desktop tools?
Work Location: In person
