Helpdesk and Technical Support Executive

3 days ago

Noida, Uttar Pradesh, India Makerspace Masters LLC Full time

Job Summary

We are looking for a skilled
Helpdesk & Technical Support Executive
with hands-on experience in supporting
Interactive Flat Panels (IFP), digital displays, and AV products
. The role involves providing technical assistance, managing service calls, supporting installations and implementations, and coordinating with vendors to ensure optimal performance of display solutions.

Key Responsibilities

Technical Support & Troubleshooting

  • Provide L1/L2 technical support for
    Interactive Flat Panels, digital signage, LED/LCD displays, and AV peripherals
    .
  • Diagnose and resolve issues related to display hardware, touch functionality, firmware, connectivity (HDMI, USB, LAN, Wi-Fi), and software applications.
  • Support operating systems and platforms used in IFPs (Android, Windows OPS, embedded systems).

Helpdesk & Call Logging

  • Log, track, and manage service requests and incidents in helpdesk/ticketing systems.
  • Ensure timely response and resolution of issues as per defined SLAs.
  • Maintain accurate records of issues, actions taken, and resolutions.

Implementation & Installation Support

  • Assist in
    installation, configuration, and commissioning
    of Interactive Flat Panels and display solutions.
  • Support system integration with laptops, conferencing tools, classroom/boardroom solutions, and third-party software.
  • Perform basic testing, UAT support, and post-installation troubleshooting.

Vendor & Partner Management

  • Coordinate with OEMs, system integrators, and service partners for escalations, replacements, and firmware updates.
  • Track vendor service calls, AMC/Warranty cases, and ensure SLA adherence.
  • Support RMA processes and vendor documentation.

User Training & Support

  • Provide basic user training and demonstrations on using Interactive Flat Panels and display features.
  • Assist users with software tools such as whiteboarding, screen sharing, and annotation features.

Documentation & Reporting

  • Maintain installation records, service reports, asset details, and configuration documentation.
  • Prepare periodic reports on support tickets, common issues, and resolution timelines.

Required Skills & Qualifications

  • 1–5 years of experience in
    technical support for Interactive Flat Panels, AV, or display products
    .
  • Strong understanding of
    display technologies (LCD, LED), touch panels, and AV interfaces
    .
  • Experience with
    ticketing/helpdesk tools
    (Freshdesk, ServiceNow, Zoho Desk, Jira, etc.).
  • Basic knowledge of
    networking, OPS modules, firmware upgrades, and remote support tools
    .
  • Good communication and customer-facing skills.

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