Summary

This is a customer facing role and usually first point of contact responsible for handling technical queries over phone, email, chat and ticket system. Technical Support Executive (TSE) should be having good communication and convincing skills. TSE is responsible for efficient provisioning, operation, installation/configuration and proper maintenance of systems software, applications, network and other related IT infrastructure. TSE requires to apply fix as per the knowledge base, execute runbooks.

Skills Summary

Technology / Tools Proficiency Level Operational / Soft Skills Proficiency Level Windows Desktop OS Intermediate Written and Spoken English 1-2 errors Windows Server Family Basic International Customer Support Experience Desired Linux Server Family Basic Supported Users 100 + Users Microsoft Outlook / Email Client Intermediate Service Desk Experience Daily 15 incident / request closure Anti-virus / End-point protection tool Basic CompTIA A+ Network Technology Basic MCSA (Windows Server 2016) Preferred Backup / Restore Tools Intermediate Microsoft 365 Certified: Modern Desktop Administrator Associate Preferred Nagios / MRTG / PRTG / Cacti / Whatsup Gold / Spiceworks Basic CompTIA Network+ Preferred Office 365 / M365 Basic

Key Responsibilities

- Provide front line technical support for customers on hosted and managed services and escalate critical issues to Tier II support
- Establish and maintain contact with customers for request and incident management.
- Handling Outlook and Mailbox related issues
- Assist users in connecting Video conferencing applications such as Zoom, WebEx, etc.
- Walk customers through installing applications and computer peripherals
- Monitor the availability events like storage availability, network and server performance, events, firewall and security logs.
- Monitor the backups, recovery errors, respond to the request regarding the restoration of the data, database, files
- Monitor the metric alerts, performance related issues like high CPU utilization, Application performance, high Memory utilization, Application tuning and Query tuning
- Installing Operating software,



application software, productivity suites or any proprietary software
- Creating users, security groups, computer accounts, and GPO policies in AD
- Creating users, security groups in Azure AD
- Creating email accounts in O365
- Troubleshoot O365 related issues
- Acknowledge the request for start / stop services, user creation and grant specific data access to user
- Perform initial level troubleshooting as per the Standard Operating Procedure for Knowledge base
- Analyse, troubleshoot and resolve issues related to OS, software, office / business application, equipment, hardware, peripherals, etc.
- Configuration of Print devices (network and local), scanner on desktops
- Maintain an inventory of IT hardware and software assets
- Answer technical queries (both initial and follow up) via phone, the ticketing system, email, IM Chat
- Log all issues / customer requests and resolutions
- Communicate with users, explain issues and resolutions, update activity or train on current equipment or software
- Build an internal wiki with technical documentation, manuals and IT policies
- Provides on-call high priority 24/7 technical support as necessary
- Troubleshoot issues by utilizing resources like KB / Standard Operating Procedure, peer support, supervisor guidance and management consultancy
- Ensure CMDB and all IT digital assets are real-time updated
- Provided out-side hours support for critical, urgent and mission critical activities
- Contribute in building technical knowledgebase
- Provide methodological assistance to client / peers
- Follow timely delegation / escalation procedure
- Follow ITIL standard practices for incident, change and problem management




- Outstanding analytical and technical problem-solving skills
- Keep yourself updated with technology updates
- Adhere to compliance and governance standards and report any non-compliances to the manager
- Participate & contribute in IT team meetings
- Foster professional relationship with all colleagues by listening, understanding and responding to their needs
- Excellent Interpersonal and communication skills (verbal and written)
- Excellent organizational, time-management and prioritization skills
- Promote positive customer service attitude among peers

Skill and Experience

- 1+ years of experience in supporting / maintaining Windows and Linux server environments
- Must be proficient and experienced in deploying, configuring, and maintaining Windows 10, 8 & 7 and non-Windows devices and technologies
- Extensive experience working with different operating systems including Windows and Mac OS
- Knowledge of Microsoft Office applications, Office365 applications, anti-virus, mobile devices and other IT systems
- Basic knowledge on Switch, Router and Firewall functionalities
- Should be able to analyse / troubleshoot network printer, deskside printer issues
- Should have experience in monitoring the IT Infrastructure for capacity breach
- Should be able to configure backup jobs and fix the failed jobs
- Should be able to analyse the logs and provide logical solutions
- Ability to work effectively with customers over the phone / remote desktop
- Familiarity with help desk software (e.g. ServiceNow, Freshdesk, JIRA, Track IT)

Qualification and Certifications

- Bachelor s degree in Computer Science, Information Technology or related discipline
- CompTIA A+ / CompTIA N+ certification
- Windows Server 2012/2016 certification
- Microsoft 365 Certified: Modern Desktop Administrator Associate
- Red Hat certification
- ITIL knowledge

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Technical Support Executive (Ahmedabad)
🏢 Dev Information Technology
📍 Ahmedabad