Executive, IT User Support

About the role

The Executive, IT User Support is responsible for delivering day‑to‑day technical assistance to employees, ensuring that hardware and software environments run smoothly and productivity remains high. This role acts as the first point of contact for user issues, diagnosing problems, performing troubleshooting, and coordinating escalations when needed.

Key responsibilities

• Provide first‑line support for hardware and software incidents.
• Diagnose issues through direct user interaction and system checks.
• Perform troubleshooting and fault rectification to restore service.
• Escalate complex problems according to defined protocols.
• Ensure timely resolution of user queries and complaints.
• Document incidents, resolutions, and follow‑up actions accurately.
• Assist with system access, device setup, and configuration tasks.
• Adhere to IT policies, security standards, and service‑level agreements.

Required profile

• Bachelor’s degree (BA/BS or B.Tech) required; Master’s degree (MS/MA or M.Tech) preferred.
• 5 – 8 years of experience in IT user support or a similar technical support role.
• Strong understanding of IT policies, information security practices, and SLA management.

Required skills