Technical Support Executive
Posted Updated
Summary
Provides customer technical support via calls, email, chat, and remote sessions: troubleshooting Windows/Linux, hardware, software, and network (LAN/Wi-Fi/VPN) issues, installing and configuring software, and resolving tickets within SLA using tools like ServiceNow, Jira, Zendesk, or Freshdesk.
- Provide technical support to customers through calls, emails, chat, and remote support.
- Troubleshoot and resolve hardware, software, application, and system-related issues.
- Identify technical problems, analyse root causes, and provide appropriate solutions.
- Assist customers with software installation, configuration, and application setup.
- Diagnose and resolve internet connectivity, LAN, Wi-Fi, VPN, and network-related issues.
- Guide users through step-by-step troubleshooting procedures.
- Log, track, and update customer issues using ticketing tools.
- Escalate complex technical issues to the concerned technical teams.
- Ensure timely resolution of customer queries within defined SLA timelines.
- Maintain technical documentation, issue logs, and troubleshooting reports.
- Follow up with customers to ensure issues are resolved and maintain customer satisfaction.
- Coordinate with internal teams for technical issue resolution and service improvement.
2. Key Skills Required
Technical Skills
- Good 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.