IT Support Executive
IT Support Executive
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Job Description
Roles and Responsibilities
Customer Support: Respond to customer inquiries via phone email or chat to address hardware and software-related issues resolve bugs andassist with general troubleshooting.
Troubleshooting: Analyze diagnose and resolve hardware and software problems documenting the resolution steps in a ticketing system.
Hardware testing and setup: Before sending the customer to check hardware and setup prerequisites as per the process.
Software Installation & Setup: Assist clients with software installation configuration and updates.
Product Expertise: Maintain an in-depth understanding of the companys software products and services to assist users effectively.
Technical Documentation: Create and maintain detailed user-friendly documentation and FAQS for troubleshooting common issues.
Testing & Bug Reporting: Collaborate with the development team to identify bugs test software updates and provide feedback for product improvement.
Customer Training: Provide training to users on best practices and how to use the software efficiently.
Escalation Management: Identify issues that require advanced technical support and escalate them appropriately to ensure timely resolution.
Quality Assurance: Perform quality checks on customer systems to prevent future issues.
Required Skills & Qualifications:
Technical Knowledge: Proficiency with various software platforms and operating syster (Windows macOS Linux). Knowledge of LAN and wireless networks. Familiar w databases networks and hardware troubleshooting is a plus.
Communication Skills: Excellent written and verbal communication skills. Ability to explain technical concepts to non-technical users clearly and effectively.
Problem-solving: Strong analytical and diagnostic abilities to resolve software issue quickly and efficiently.
Customer Service: A friendly and empathetic demeanor with a focus on user satisfaction. Experience in customer support roles is a plus.
Time Management: Ability to prioritize tasks manage time efficiently and handle multiple support requests concurrently.
Required Experience:
Junior IC
Employment Type
Full-Time
