IT Support Executive

This is a Software/Application Support role and NOT a Software Development role. Programming knowledge is not mandatory.

Role & responsibilities

Key Responsibilities

• Attend incoming customer/user support calls.
• Understand and document user-reported issues.
• Monitor and manage support tickets through the Issue Tracker Portal.
• Review ticket details, screenshots and user remarks.
• Provide basic application troubleshooting and user guidance.
• Update ticket/call status and resolution remarks accurately.
• Follow up on pending issues until closure.
• Coordinate with senior support/technical team members for escalated issues.
• Maintain proper records of all support interactions.
• Assist in preparing daily/monthly support reports and MIS.

Preferred candidate profile :

We are looking for someone who is:

• Patient and polite while dealing with users.
• A good listener with the ability to understand problems clearly.
• Comfortable communicating with customers over the phone.
• Detail-oriented while recording issues and updates.
• Responsible about following up on pending tasks.
• Willing to learn and develop troubleshooting skills.
• Comfortable working in a support-oriented environment.
• Able to identify when an issue can be resolved at the support level and when it needs to be escalated.

Skills Required

• Good communication and interpersonal skills.
• Basic computer knowledge.
• Good logical and analytical thinking.
• Ability to understand and troubleshoot user problems.
• Basic knowledge of Windows and web browsers.
• Basic understanding of Internet and networking concepts.
• Good typing and documentation skills.
• Comfortable working with web-based applications.
• Willingness to learn new applications and processes.

Educational Qualification

• Graduate or undergraduate candidates from any stream can apply.
• Candidates with a basic understanding of computers and an interest in IT/Application Support will be preferred.
• Technical/IT qualification is not mandatory.