Role Overview
We are looking for a Technical Support Executive to join the offshore IT team supporting WWUGL's UK operations. The role covers 1st-line technical and application support for end users, working closely with the UK-based Infrastructure & Support team.
Key Responsibilities
- Provide 1st-line technical support to end users via phone, email, and ticketing system
- Troubleshoot hardware, software, and network connectivity issues
- Log, track, and resolve support tickets within SLA
- Escalate unresolved issues to 2nd-line/UK Infrastructure team as needed
- Support application access issues (ERP/CRM, business systems)
- Assist with basic user account setup, password resets, and access management
- Maintain accurate documentation of issues and resolutions
- Coordinate with UK-based Infrastructure & Support lead for recurring/complex issues
Required Skills
- 3+ years of experience in IT helpdesk/technical support
- Working knowledge of Windows OS, Microsoft Office, basic networking (TCP/IP, DNS, VPN)
- Familiarity with ticketing tools (e.g., Freshdesk, Zendesk, ServiceNow)
- Positive English communication skills (UK shift, direct client-facing interaction)
- Basic understanding of Active Directory / user account management
Preferred Skills
- Prior experience supporting UK/international clients
- Exposure to ERP/CRM systems
- ITIL awareness
Candidate Profile
- Comfortable working UK shift hours
- Strong communication and ownership mindset
- Willing to work on-site in Mohali
Pay: Up to ₹1,200,000.00 per year
Benefits:
- Health insurance
- Leave encashment
- Paid time off
- Provident Fund