1. Provide technical support to customers through calls, emails, chat, and remote support.
2. Troubleshoot and resolve hardware, software, application, and system-related issues.
3. Identify technical problems, analyse root causes, and provide appropriate solutions.
4. Assist customers with software installation, configuration, and application setup.
5. Diagnose and resolve internet connectivity, LAN, Wi-Fi, VPN, and network-related issues.
6. Guide users through step-by-step troubleshooting procedures.
7. Log, track, and update customer issues using ticketing tools.
8. Escalate complex technical issues to the concerned technical teams.
9. Ensure timely resolution of customer queries within defined SLA timelines.
10. Maintain technical documentation, issue logs, and troubleshooting reports.
11. Follow up with customers to ensure issues are resolved and maintain customer satisfaction.
12.



Coordinate with internal teams for technical issue resolution and service improvement.

13. Key Skills Required

Technical Skills
- Positive knowledge of Windows OS and basic Linux.
- Basic understanding of computer hardware and software troubleshooting.
- Knowledge of networking concepts TCP/IP, DNS, DHCP, LAN, WAN, and Wi-Fi.
- Experience in software installation, configuration, and troubleshooting.
- Basic knowledge of MS Office and Outlook.
- Understanding of remote desktop tools and VPN connectivity.
- Familiarity with ticketing tools such as ServiceNow, Jira, Zendesk, or Freshdesk.
- Knowledge of application troubleshooting and technical issue resolution.

📌 Technical Support Executive (Mumbai)
🏢 Ample Softech System
📍 Mumbai