It Support Executive

Roles & Responsibilities

• Provide comprehensive technical support for computer hardware, software, operating systems, peripherals, and network connectivity issues, ensuring timely and effective resolution of end-user problems.
• Diagnose and troubleshoot desktop and laptop issues, including hardware failures, system performance problems, operating system errors, software installation/configuration issues, printer problems, and peripheral connectivity.
• Install, configure, upgrade, and maintain operating systems, applications, device drivers, security software, and other IT-related components.
• Troubleshoot basic network issues involving LAN/Wi-Fi connectivity, IP configuration, DNS, DHCP, VPN, internet connectivity, network drives, and access to shared resources.
• Provide remote technical assistance to customers and end users through phone, email, remote-support tools, and helpdesk/ticketing systems.
• Conduct detailed problem analysis by gathering information from users, identifying the root cause, implementing corrective actions, and validating the resolution.
• Provide step-by-step technical guidance to users and ensure clear communication throughout the troubleshooting and resolution process.
• Conduct onsite support visits for complex technical issues requiring hands-on troubleshooting, including hardware diagnostics, system configuration, device installation, peripheral setup, and equipment replacement.
• Coordinate with hardware/software vendors and field engineers for warranty repairs, replacement of faulty components, and specialized technical support.
• Log, categorize, prioritize, update, and close incidents in the ticketing system while ensuring compliance with defined SLA and service-management procedures.
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, hardware replacements, and customer interactions.
• Escalate complex or unresolved incidents to appropriate network, server, security, application, infrastructure, or specialized technical teams.
• Collaborate with cross-functional IT teams to ensure seamless resolution of customer queries and minimize service interruptions.
• Monitor escalated incidents, coordinate with relevant teams, and provide regular status updates to customers until final resolution.
• Identify recurring technical issues and contribute to root-cause analysis, preventive actions, and continuous service improvement.
• Maintain knowledge-base articles, troubleshooting guides, technical documentation, and standard operating procedures for commonly reported issues.
• Provide professional and customer-focused support while handling multiple incidents based on priority, urgency, and business impact.
• Follow up with users after resolution to confirm that issues have been completely resolved and systems are operating normally.
• Support preventive maintenance, hardware/software upgrades, workstation deployments, and other IT infrastructure activities as required.
• Maintain a strong focus on customer satisfaction, first-time resolution, system availability, and timely incident closure.