JOB DESCRIPTION – IT SUPPORT STAFF

Position: IT Support Staff
Department: IT Support / Technical Support
Employment Type: Full time
Location: Calicut, Kerala

Job Summary

We are looking for an IT Support Staff member to provide technical assistance to customers and internal users, troubleshoot software and basic IT-related issues, and ensure timely resolution of support requests.

The candidate will communicate directly with customers, understand technical issues, provide software support, troubleshoot database-related issues, and coordinate with the technical and development teams when required.

Key Responsibilities

- Handle customer support requests through calls, WhatsApp, emails, and other communication channels.
- Provide technical support and assistance for company software/products.
- Understand customer issues and identify the appropriate solution.
- Troubleshoot basic software, system, network, printer, and connectivity-related issues.
- Assist customers with software installation, configuration, and basic setup.
- Guide customers on software features, modules, and usage.
- Provide remote assistance and support whenever required.
- Use SQL queries to investigate and troubleshoot software and database-related issues.
- Understand database tables, records, relationships, and basic data structures.
- Write and execute basic SQL queries for checking, updating, and troubleshooting customer data.
- Understand basic C# code and assist in identifying simple application-level issues.
- Identify and escalate complex technical or programming issues to the development team.
- Follow up on reported issues until they are properly resolved.
- Coordinate with technical, implementation, development, and accounts teams when required.
- Assist in software updates, configuration, and troubleshooting.
- Maintain proper records of customer complaints, technical issues, and resolutions.
- Provide product demonstrations and user training when required.




- Ensure timely response to customer technical queries.
- Maintain professional and courteous communication with customers.
- Perform other IT support and technical activities assigned by management.

Essential Requirements

- Excellent communication skills are mandatory.
- Ability to communicate clearly and professionally with customers.
- Good English and Malayalam communication skills.
- Good listening and customer-handling skills.
- Ability to understand and explain technical issues in a simple and understandable manner.
- Confident in communicating with customers over phone and in person.
- Patient and professional while handling customer issues.
- Good computer and troubleshooting knowledge.
- Basic understanding of Windows operating systems, software installation, and system configuration.
- Basic knowledge of networking and internet connectivity.
- Good knowledge of SQL and SQL queries.
- Ability to write, understand, and troubleshoot basic SQL queries.
- Basic knowledge of C# programming and ability to understand simple C# code.
- Ability to identify basic software issues using SQL/database knowledge.
- Ability to learn and understand software products quickly.
- Willingness to work in a customer-facing technical support environment.

Qualification & Experience

- Minimum Qualification: Plus Two / Diploma / Graduate.
- Previous experience in IT support, technical support, software support, or a similar role will be an advantage.
- Experience with ERP, accounting, billing, or business software will be an added advantage.
- Knowledge of SQL, SQL Server, C#,



and database queries will be an advantage.
- Fresh candidates with good technical knowledge, SQL knowledge, and communication skills may also be considered.

Preferred Technical Skills

- SQL / SQL Server
- SQL Query Writing and Troubleshooting
- C# Programming – Basic Knowledge
- Database Troubleshooting
- Understanding of Tables, Relationships, and Joins
- Ability to use SQL queries for data verification and troubleshooting.
- Basic understanding of .NET applications will be an advantage.
- IT and software troubleshooting
- Software installation and configuration
- Basic networking knowledge
- Remote technical support
- Customer relationship management
- Problem-solving
- Follow-up and coordination
- Time management
- Teamwork
- Quick learning ability

Personal Qualities

- Excellent communication and interpersonal skills.
- Patient and professional when dealing with customers.
- Positive and helpful attitude.
- Responsible and punctual.
- Good listening skills.
- Confident and presentable.
- Ability to handle difficult customer situations professionally.
- Willingness to learn new technologies and software.
- Ability to take ownership and responsibility for assigned tasks.
- Ability to work effectively with technical and development teams.

Key Performance Areas

- Customer satisfaction.
- Quality and clarity of technical communication.
- Timely response to support requests.
- Effective technical issue resolution.
- Effective use of SQL queries for troubleshooting and data verification.
- Ability to understand and identify basic C# application issues.
- Proper follow-up of customer issues.
- Proper documentation of support requests.
- Effective coordination with internal technical teams.
- Professional handling of customers.
- Ability to learn and support company software/products.

Pay: ₹15,000.00 - ₹22,000.00 per month

Work Location: In person

📌 IT Support Staff (India)
🏢 Neximo ERP Solutions
📍 India