Senior Support Executive

Job Summary: Senior Support Executive is responsible for diagnosing and resolving technical issues, providing technical support and guidance to users, and ensuring the proper functioning of all hardware, software, and network systems. This role requires strong communication skills, a problem-solving mindset, and the ability to work effectively with both technical and non-technical stakeholders. Key Responsibilities: Technical Support: Provide first-line support for hardware, software, and networking issues. Respond to user inquiries via phone, email, or chat, providing solutions to technical problems. Troubleshoot and resolve system and application errors, including escalating complex issues to higher-level support if necessary. Document support issues, resolutions, and procedures for future reference. System Monitoring and Maintenance: Monitor and maintain computer systems, applications, and networks. Perform regular system checks to ensure the health and security of hardware and software. Install and configure new hardware, software, and systems as needed. User Training and Documentation: Assist users in understanding and utilizing technology effectively. Create and update user manuals, FAQs, and technical documentation for internal use and customer-facing resources. Conduct training sessions for employees or clients on software usage, system updates, and new technology integrations. Problem Resolution: Identify the root causes of technical problems and provide effective solutions. Work with internal teams to implement fixes or upgrades for systems and applications. Prioritize and manage multiple support requests in a timely manner, ensuring high customer satisfaction. Collaboration and Reporting: Work closely with the IT department and other technical teams to resolve cross-functional issues. Provide feedback on system performance and suggest improvements. Assist with ongoing development of new technical support tools or practices. Experience & Qualifications: Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience). 2+5years of experience in technical support, IT helpdesk, or a related field. Experience with diagnosing hardware/software issues and troubleshooting technical problems. Skills: Strong understanding of computer systems, networks, and applications. Proficiency in using remote support tools, operating systems (Windows, macOS, Linux), and office software. Knowledge of network protocols (TCP/IP, DNS, etc.) and system administration. Excellent problem-solving skills and the ability to manage multiple tasks under pressure. Strong verbal and written communication skills. Ability to work independently and in a team environment. Desirable Skills: Certifications such as CompTIA A+, ITIL, or Microsoft Certified IT Professional (MCITP) are a plus. Experience with customer relationship management (CRM) or helpdesk software. Familiarity with cloud computing platforms (AWS, Microsoft Azure, etc.). Full-time position, with the possibility of occasional evening or weekend shifts. Skills Needed: Windows OS, Linux/Unix, LAN, WAN, Troubleshooting, ITIL, Service Now, Technical Support, Microsoft Office, 365, MS 365, Hardware, Software configuration, Deployment, Installations, .NET, C#, VB.NET, Visual Basic, Java,