Jr. Support Executive

JOB DESCRIPTION 1 IDENTIFICATION 1 1 job title Jr Support Executive 1 2 job group Category Level 7 1 3 directorate Head Office 2 MAIN PURPOSE OF THE JOB A Support Executive will research diagnose troubleshoot and resolve customer issues in an accurate and timely manner You will be responsible for working with different systems software and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments 3 REPORTING STRUCTURE Jr Support Executive Technical Manager CTO Support Engineer Sr Support Executive 4 SCOPE OF THE JOB personnel reporting to the job holder REPORTING DIRECTLY TO NA Sr Support Executive 5 PRINCIPAL RESPONSIBILITIES KEY RESULT AREAS KEY PERFORMANCE INDICATORS 1-Troubleshooting Customer issues Resolution 100 Customer Conflicts Resolutions 100 Recording Closures 100 troubleshooting of problems 100 Escalation Follow ups AREAS RESPONSIBILITIES REPORTS TO BE SUBMITTED SUBMISSION TO Troubleshooting Customer issues resolutions Responsible for resolutions of customer queries and technical assistance with relations to software of the product Take ownership of customer issues reported and see problems through to resolution Research diagnose troubleshoot and identify solutions to resolve customer issues Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams Receives and handles requests for service as per company rules Identify and diagnose issues and problems Promptly allocates calls as appropriate Diagnose and troubleshoot technical issues and setup network configuration Categorize and record reported queries and provide solutions Support problem identification Advise users on appropriate course of action Reporting Daily submit all reports to the reporting manager through MIS ensure that all the fields are completely filled and updated as per the instruction Monitor and review the reports sent by the team and give a comment on the basis of the result 6 ANY OTHER TASKS Time to time tasks assigned by the Reporting person Responsible to attend review meetings 7 MACHINES EQUIPMENT USED BY THE POSITION Mobile phone Laptop 8 REQUIRED QUALIFICATIONS COMPETENCIES I Preferred Knowledge Education Should have completed Degree in Computer sciences IT IT Knowledge In-depth knowledge in the product that the technician is supporting Strong problem-solving skills Knowledge of the Industry Standards and Practices II Experience Minimum overall experience of 0 - 2 years Ability to Manage and Coordinate III Skills required Prolific computer and digital literacy Prolific in MS Office CCNA knowlege Technical Support and Troubleshooting Software Development Analysis and Testing Excellent communication skills ability to communicate effectively at all levels of the organization ability to effectively resolve conflict situations and able to work collaboratively with managers and staff IV Job Competencies Team leadership Collaboration Influencing Confidence and skills to deal directly with senior managers customer service focused energetic intelligent respects confidentiality pro-active integrity enthusiastic committed and respect for diversity and ability to work independently V Mental competencies Behave Ethically Build Relationships Communicate Effectively Foster Teamwork Never Compromise Focus on Quality 9 ACKNOWLEDGEMENT APPROVAL We have carefully reviewed this and we are both satisfied that it fully and accurately describes the requirements of the position Immediate Reporting Manager Signature Date I have read this document and agree to undertake the duties and responsibilities listed above I also Acknowledge that this description of tasks is only indicative and that it is my responsibility to be an active and supportive member of the team Therefore I may be required to undertake additional duties and responsibilities from time to time that is not detailed herein OCCUPANT Name Signature Date Job Type Full-time Pay 10 000 00 - 15 000 00 per month Benefits Provident Fund Ability to commute relocate Piravom Kerala Reliably commute or planning to relocate before starting work Required Application Question s Have you completed CCNA or related Networking course Work Location In person