Technical Support Executive

We are seeking a proactive and customer-focused Technical Support Executive. In this role, you will be responsible for providing technical support to customers and field technicians by troubleshooting software, hardware, networking, and camera-related issues. You will also assist with deployments, installations, and system configurations while acting as the primary point of coordination between customers, field teams, and internal stakeholders.

The ideal candidate possesses strong technical troubleshooting skills, excellent communication abilities, and a customer-first approach, with the ability to manage issues from identification through successful resolution.

Key Responsibilities

• Provide technical support to international customers via phone, email, chat, ticketing systems, and remote support sessions.
• Diagnose and resolve software, hardware, networking, and connectivity-related issues.
• Support overseas field technicians during installations, deployments, onboarding, and configuration activities.
• Access and troubleshoot remote systems using tools such as SSH, RDP, and other remote administration utilities.
• Validate device, camera, and system configurations against customer requirements.
• Conduct deployment audits, quality assurance reviews, and installation validations.
• Take ownership of technical incidents, ensuring timely resolution and appropriate escalation when required.
• Maintain accurate documentation, including ticket updates, deployment records, and troubleshooting notes.
• Adhere to client-specific playbooks, standard operating procedures (SOPs), and knowledge base documentation.
• Participate in team meetings, technical training, and continuous process improvement initiatives.

Required Qualifications & Skills:

• 2-3 years of experience in Technical Support, Deployment, Solution Delivery, or a similar technical role.
• Excellent verbal and written communication skills.
• Experience supporting international customers and field technicians.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Good understanding of IP networking concepts, including DHCP, DNS, VLANs, subnetting, switches, and firewalls.
• Hands-on experience with Linux, including basic Linux commands.
• Proficiency with SSH, RDP, and remote troubleshooting tools.
• Ability to troubleshoot software, hardware, networking, and connectivity issues.
• Experience using ticketing systems, knowledge management platforms, and documentation tools such as Confluence.
• Familiarity with working in SLA-driven support environments.
• Strong attention to detail and commitment to following established processes.

CTC : 4.5 to 7.5 LPA