Technical Support Executive

This is a fully remote position, open to applicants in India.

📋 Description

• Act as the initial point of contact for employees requesting technical assistance.

• Offer hardware and software support to internal staff.

• Manage support inquiries through phone, live chat, email, and remote access.

• Assist with the onboarding process for employees, including user account activation.

• Configure, implement, and sustain business workflows within specific applications.

• Collaborate with stakeholders to deliver business-oriented solutions.

• Ensure the implementation of secure best practices across the company network.

• Provide support to customers utilizing NBN and VoIP telecommunications services.

• Deliver end-user support to clients of managed services.

• Clearly communicate technical information to users without technical backgrounds.

• Receive, validate, log, troubleshoot, and escalate support requests accordingly.

• Keep stakeholders updated on the progress of requests until resolution.

• Manage and maintain the ticketing system.

• Coordinate with third-party vendors to resolve technical issues.

• Execute hardware and software upgrades along with routine maintenance tasks.

• Keep precise records of support requests and their resolutions.

• Develop documentation for frequently encountered issues and their solutions.

• Train end-users on fundamental IT functions.

• Work alongside IT professionals and departments to address complex issues and provide customized support.

• Meet Service Level Agreements (SLAs) for initial response and resolution times.

• Participate in continuous improvement initiatives.

⛳️ Requirements

• Experience in technical support for hardware and software challenges.

• Capability to assist customers using NBN and VoIP services.

• Proficiency in providing end-user support to managed services clients.

• Competence in troubleshooting, validating, logging, and escalating support requests.

• Ability to manage and maintain a ticketing system effectively.

• Experience working with third-party vendors to resolve technical issues.

• Skills in performing hardware and software upgrades and regular maintenance.

• Proficient in installing, upgrading, and maintaining hardware and software.

• Ability to create and update technical documentation.

• Experience in conducting end-user training on basic IT functions.

• Strong verbal and written communication capabilities.

• Customer-centered and service-oriented approach.

• Dependable, organized, and self-driven.

• Ability to stay composed under pressure.

• Positive attitude with a strong desire to learn.

• Availability for work from Monday to Friday, 4:30am–12:30pm IST.

• This role provides support to Australian customers.

🏝️ Benefits

• Opportunity for remote work.

• An inclusive and supportive workplace culture.

• Emphasis on a healthy work-life balance.

• Work within a distributed team environment.

• Engage in collaboration with global and APAC teams.