Senior Technical Support Executive
Skills
About the role
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
Questions about this role
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