IT Support Executive

**Role Overview**:
We are seeking a detail-oriented and proactive IT Support Executive to join our Mumbai Division’s IT & Infrastructure team. This individual will serve as the first line of support for all employee IT issues, with a strong focus on timely troubleshooting, user coordination, and complete asset lifecycle management. While the broader team operates in a remote-first environment, this role is strictly on-site and critical to ensuring smooth day-to-day operations.

**Key Responsibilities**

**End-User Support & Troubleshooting**
- Monitor and respond promptly to IT support requests raised via the IT support mailbox.
- Coordinate directly with employees via Teams calls or remote access tools to troubleshoot and resolve hardware, software, and connectivity issues.
- Provide first-level support for routine issues and escalate more complex problems to the appropriate third-party support teams when needed.
- Track, document, and close support tickets in a timely and structured manner.
- In cases where issues cannot be resolved remotely and the root cause remains unidentified; the IT Support Executive will be required to conduct an **on-site visit to the employee’s residence** for further diagnosis and resolution. Such visits will be coordinated under the guidance of the IT & Infrastructure Lead and documented appropriately as part of the support workflow.

**Asset Management**
- Maintain an up-to-date asset inventory database, tracking device assignment, condition, and availability.
- Manage the end-to-end asset assignment and recovery process during onboarding and offboarding.
- Categorize and maintain logs of active, spare, and scrapped devices with proper tagging and documentation.
- Ensure accurate records are maintained for asset audits and take ownership of discrepancies if any arise.
- Liaise with logistics vendors to arrange timely pickup and delivery of IT equipment as per operational needs.

**Vendor & Interdepartmental Coordination**
- Act as a liaison between the internal team and third-party IT vendors for escalated issues.
- Coordinate closely with vendors to ensure timely resolution of support cases outside the internal support scope.
- Support internal coordination with the Finance team by preparing and submitting reimbursement vouchers, vendor invoices, and logistics-related expense documentation.

**Compliance & Documentation**
- Ensure proper documentation is maintained for every asset movement, user assignment, and IT support resolution.
- Follow established data management practices and tools as directed by the Department.
- Uphold internal IT policies and report any irregularities in device handling or data discrepancies.

**Required Skills & Experience**
- 1-3 years of hands-on experience in IT support or desktop support roles, preferably in a user-facing capacity.
- Strong troubleshooting capabilities within Windows-based environments, including both hardware and software issues.
- Comprehensive working knowledge of the Microsoft 365 suite, including but not limited to:
Ø Outlook and Exchange Online

Ø Microsoft Teams

Ø SharePoint (permissions, file access, basic site usage)

Ø OneDrive

Ø Word, Excel, PowerPoint (including file recovery, version issues, and general support queries)
- Familiarity with remote access and control tools to provide effective virtual support.
- Experience with maintaining IT asset inventories, using Excel or asset management platforms.
- Capable of preparing structured documentation, reports, or finance support documentation (e.g., vouchers, invoice summaries).
- Excellent interpersonal, verbal, and written communication skills; able to liaise confidently with both end users and vendors.
- Self-driven, dependable, and able to manage day-to-day operations under mínimal supervision.

**Work Environment**
- This is an **on-site** role based in our Mumbai office.
- The role involves occasional coordination with logistics personnel for hardware movements.
- Must be comfortable with multitasking and working in a fast-paced, remote-first operational setup.

**Accountability**
- The IT Support Executive will be held accountable for:

- Accurate maintenance of asset records.
- Timely resolution and closure of support tickets.
- Proper handling and documentation of all asset dispatch and return processes.
- Ensuring compliance with internal IT protocols and escalation procedures.

Pay: ₹15,000.00 - ₹25,000.00 per month

Work Location: In person