Technical Support Executive

Position Overview

We are seeking a dedicated Technical Support Executive to provide exceptional support to employees, business operations and customers. This role involves assisting both customers and internal employees with hardware and software issues, ensuring a seamless technical experience.

This role is supporting Australian customers, and work hours are Monday - Friday 4:30am - 12:30pm IST.

Key Responsibilities

Internal Support

• Serve as the first point of contact for employees seeking technical assistance.
• Provide hardware/software support for internal employees.
• Assist with day-to-day support requests via phone, live chat, email, remote connection, and on-site visit coordination (on-site visit not required, as this role is remote).
• Assist in employee onboarding including activating user accounts

Business Operations and Support

• Configure, implement and maintain business workflows in dedicated applications
• Liaise with key stakeholders to implement business focused solutions
• Maintain and implement secure best practises within the company network

Customer Support

• Support customers using NBN and VoIP services. (Telecommunications)
• Support managed services customers by providing end user support
• Interact with end-users in a professional and helpful manner.
• Clearly communicate technical information to non-technical users.

Request Management

• Receive, validate, log, and troubleshoot requests.
• Escalate issues as necessary and keep stakeholders informed of request progress until resolution.
• Maintain and manage the ticket desk effectively.

Vendor Engagement

• Engage with third-party vendors to resolve technical problems.

Maintenance and Upgrades

• Perform hardware and software upgrades and routine maintenance tasks to ensure system functionality.
• Install, upgrade, and maintain hardware and software as needed.

Documentation

• Maintain accurate records of support requests and resolutions.
• Create documentation for common issues and solutions to enhance team knowledge.

User Training

• Conduct training sessions for end-users on basic IT functions.
• Help users understand and utilize technology effectively.

Collaboration

• Work closely with other IT professionals to resolve complex issues.
• Collaborate with different departments to understand their IT needs and provide tailored support.

Personal Attributes

• Customer-focused and service-oriented.
• Professional and approachable.
• Strong verbal and written communication skills.
• Reliable, organised, and self-motivated.
• Ability to remain calm under pressure.
• Positive attitude and willingness to learn.
• Committed to delivering high-quality support outcomes.

Key Performance Indicators (KPIs)

• First response and resolution times achieved within service level agreements (SLAs).
• Customer satisfaction ratings.
• Helpdesk ticket closure rates and quality of documentation.
• Internal staff satisfaction with IT support services.
• Telecommunications fault resolution efficiency.
• Compliance with operational procedures and security requirements.
• Contribution to continuous improvement initiatives.