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:

Ø Time to time tasks assigned by the Reporting person

Ø Responsible to attend review meetings

7. MACHINES & EQUIPMENT USED BY THE POSITION

Ø Mobile phone

Ø Laptop

8. REQUIRED QUALIFICATIONS & COMPETENCIES

I. Preferred Knowledge/Education

Ø Should have completed Degree in Computer sciences/IT.

Ø IT Knowledge

Ø In-depth knowledge in the product that the technician is supporting.

Ø Strong problem-solving skills

Ø Knowledge of the Industry Standards and Practices.

II. Experience

Ø Minimum overall experience of 0 - 2 years'

Ø Ability to Manage and Coordinate

III. Skills required

Ø Prolific computer and digital literacy, Prolific in MS Office, CCNA knowlege

Ø Technical Support and Troubleshooting Software Development, Analysis, and Testing.

Ø 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

Ø Team leadership, Collaboration, Influencing.

Ø 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

Ø Behave Ethically

Ø Build Relationships

Ø Communicate Effectively

Ø Foster Teamwork

Ø Never Compromise

Ø Focus on Quality

9. ACKNOWLEDGEMENT & APPROVAL

We have carefully reviewed this Job Description 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, ₹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