– SME (IT Support Executive)

Experience: 4 Years or above

Location: Gurugram (5 Days – Work from Office)

Shift: Rotational US Night Shift | Both-side Cabs Provided

Job Summary:

We are looking for a technically sound SME – IT Support Executive with solid hands-on experience in providing IT support across both B2B and B2C environments. The candidate must have in-depth knowledge of hardware, software, operating systems, networking, and IT troubleshooting, along with the ability to independently resolve complex technical issues and handle escalations.

Key Responsibilities:

- Provide technical support to B2B clients and B2C customers for hardware, software, operating systems, applications, and network-related issues.
- Troubleshoot desktops, laptops, printers, peripherals, Windows/macOS, Microsoft 365, Google Workspace, VPN, Wi-Fi, LAN, and connectivity issues.
- Handle L2-level technical escalations and act as the Subject Matter Expert for complex issues.
- Support user account management, password resets, access-related issues, and Microsoft Entra ID (Azure AD).
- Diagnose and resolve recurring technical issues through root cause analysis.
- Guide IT Support Executives on complex troubleshooting scenarios and technical resolutions.
- Manage incidents, service requests, and escalations through ITSM/ticketing tools while ensuring SLA adherence.
- Maintain technical documentation, troubleshooting guides, and knowledge base articles.
- Ensure high customer satisfaction, first-call resolution, quality, and timely ticket resolution.

Technical Skills – Must Have:

- Windows 10/11 and macOS troubleshooting.
- Desktop, laptop, hardware, software,



and peripheral support.
- Microsoft 365, Outlook, Teams, Google Workspace.
- Microsoft Entra ID / Azure Active Directory and user access management.
- Networking fundamentals: TCP/IP, DNS, DHCP, LAN, WAN, Wi-Fi, and VPN.
- Printer, email, application, and connectivity troubleshooting.
- Antivirus, endpoint security, MFA, and basic cybersecurity.
- ITSM tools such as ServiceNow, Jira, Zendesk, or Freshservice.
- Remote desktop and remote support tools.
- Basic understanding of cloud-based IT environments.

Preferred Skills & Qualifications:

- Excellent verbal and written communication skills to handle international customers.
- Strong technical troubleshooting and analytical skills.
- Ability to independently resolve complex technical issues.
- Strong understanding of both B2B and B2C support environments (mandatory).
- Experience handling L1 & L2 escalations or working as an SME.
- Good customer handling, ownership, and problem-solving abilities.
- ITIL certification or knowledge of ITIL practices will be an added advantage.

Experience & Education:

- Minimum 4 years or above of experience in IT Helpdesk, Service Desk, Technical Support, or Managed IT Services.
- Hands-on experience supporting both B2B and B2C customers is mandatory.
- Prior experience handling technical escalations or working as an SME is preferred.
- International customer support experience is highly preferred.
- Bachelor's degree in any discipline (preferred).

Work Schedule:

- Permanent, Full-Time.
- Rotational US Night Shift.
- Five-day working week with two rotational week-offs.
- Work from Office – Gurugram.
- Both-side cab facilities provided.

📌 IT Support Executive (SME) (Gurugram)
🏢 Binary Semantics
📍 Gurugram