IT Support Executive

Job Summary

Key Responsibilities

• Provide first- and second-level support to end users for hardware, software, printer, email, and application-related issues, ensuring timely resolution within SLA.
• Install, configure, and troubleshoot desktops, laptops, mobile devices, and peripherals; manage user onboarding/offboarding including asset allocation.
• Administer and maintain on-premises and virtual servers (Windows/Linux) — user accounts, backups, patching, performance monitoring, and troubleshooting.
• Manage Microsoft Azure resources including virtual machines, storage accounts, Azure AD (Entra ID), subscriptions, and basic cost/resource optimization.
• Administer Microsoft Office 365 environment — user/mailbox management, licensing, Exchange Online, SharePoint, Teams, OneDrive, security & compliance settings.
• Manage and troubleshoot LAN/WAN, Wi-Fi, VPN, firewalls, switches, and routers; coordinate with ISPs and network vendors as required.
• Monitor network and system performance proactively, identify potential issues, and implement preventive measures to minimize downtime.
• Maintain IT asset inventory, software licenses, warranty records, and vendor/AMC documentation.
• Implement and enforce IT security policies including antivirus, patch management, data backup, and access controls.
• Log, track, and resolve tickets using a helpdesk/ticketing tool; maintain documentation of recurring issues and resolutions (knowledge base).
• Coordinate with external vendors and OEMs for hardware/software procurement, repairs, and escalations.
• Support IT projects such as system migrations, upgrades, and rollouts of new tools or infrastructure.
• Ensure compliance with company IT policies, data protection, and audit requirements.

Required Skills & Competencies

• Strong working knowledge of Windows Server administration, Active Directory, DNS, DHCP, and Group Policy.
• Hands-on experience with Microsoft Azure — VMs, storage, networking basics, Azure AD/Entra ID administration.
• Proficiency in Office 365 administration (Exchange Online, Teams, SharePoint, OneDrive, security & compliance center).
• Good understanding of networking concepts — TCP/IP, VLAN, VPN, firewalls, routers, switches, and Wi-Fi troubleshooting.
• Experience with endpoint security, antivirus, backup solutions, and patch management tools.
• Familiarity with ITSM/helpdesk tools for ticket management.
• Strong troubleshooting, analytical, and problem-solving skills with a customer-first approach.
• Excellent verbal and written communication skills to interact with end users and stakeholders at all levels.
• Ability to work independently, prioritize tasks, and manage multiple issues under pressure.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
• 5 years of relevant experience in IT support, systems administration, or infrastructure management.

Key Performance Indicators (KPIs)

• Ticket resolution time and SLA adherence.
• System/network uptime and downtime minimization.
• User satisfaction ratings for IT support.
• Timely completion of IT projects and rollouts.
• Compliance with security and audit requirements.