Job Description
– 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 robust 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 (Gurugram)
🏢 Binary Semantics
📍 Gurugram