IT Executive

Job Summary

We are looking for an IT Executive to provide day-to-day technical support to employees, troubleshoot hardware, software, network, and connectivity issues, and ensure smooth operation of IT systems and equipment. The role will also support user access management, device setup, IT onboarding/offboarding, endpoint security, asset tracking, and documentation. The ideal candidate should have strong troubleshooting skills, good communication, and a customer-focused approach to resolving IT issues.

Roles & Responsibilities:

• Troubleshoot hardware, software, printer, email, and connectivity issues.
• Record, prioritize, track, and resolve support requests within agreed service timelines.
• Install, configure, update, and maintain desktops, laptops, operating systems, and business applications.
• Create and manage accounts, reset passwords, and assist with access permissions according to company policies.
• Troubleshoot Wi-Fi, LAN, VPN, and internet connectivity; escalate complex problems to the network team.
• Prepare equipment and system access for new employees and recover devices and remove access when employees leave.
• Apply approved updates, maintain endpoint protection, and report suspected phishing, malware, or security incidents.
• Maintain accurate records of equipment, assigned devices, software licenses, and inventory.
• Explain how to use IT systems and provide basic training on applications and security practices.
• Maintain troubleshooting guides, support records, and knowledge base articles.
• Refer unresolved or complex problems to specialized IT teams or vendors and follow up until resolution.
• Identify recurring issues and suggest changes that improve reliability and the user experience.

Qualifications:

• At least 4 years of End-User Support experience, ideally within BPO, Shared Services organizations.
• Bachelor's degree in IT, Computer Science, or related field. (or equivalent work experience).
• Solid analytical/cognitive skills to troubleshoot complex and technical problems
• Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems
• Familiarity with both PC and Mac Hardware and Software.
• Good Customer Service Skills, Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience.