Position Overview
We are seeking a dedicated Technical Support Executive to provide exceptional support to employees, business operations and customers. This role involves assisting both customers and internal employees with hardware and software issues, ensuring a seamless technical experience.
This role is supporting Australian customers, and work hours are Monday - Friday 4:30am - 12:30pm IST.

Key Responsibilities

Internal Support
• Serve as the first point of contact for employees seeking technical assistance.
• Provide hardware/software support for internal employees.
• Assist with day-to-day support requests via phone, live chat, email, remote connection, and in office visit coordination (on-site visit not required, as this role is remote).
• Assist in employee onboarding including activating user accounts

Business Operations and Support
• Configure, implement and maintain business workflows in dedicated applications
• Liaise with key stakeholders to implement business focused solutions
• Maintain and implement secure best practises within the company network

Customer Support




• Support customers using NBN and VoIP services. (Telecommunications)
• Support managed services customers by providing end user support
• Interact with end-users in a professional and helpful manner.
• Clearly communicate technical information to non-technical users.

Request Management
• Receive, validate, log, and troubleshoot requests.
• Escalate issues as necessary and keep stakeholders informed of request progress until resolution.
• Maintain and manage the ticket desk effectively.

Vendor Engagement
• Engage with third-party vendors to resolve technical problems.

Maintenance and Upgrades
• Perform hardware and software upgrades and routine maintenance tasks to ensure system functionality.
• Install, upgrade, and maintain hardware and software as needed.

Documentation
• Maintain accurate records of support requests and resolutions.
• Create documentation for common issues and so

📌 Technical Support Executive (India)
🏢 Upstream
📍 India