IT Support Executive

About OverIT

OverIT specializes in IT Helpdesk and technical support services, primarily catering to American Advanced Management (AAM), USA. With a highly skilled technical team, we deliver 24x7 reliable IT assistance to ensure seamless operations.

Job Summary

We are seeking an IT Helpdesk Executive to offer primary technical support to users and maintain consistent IT service functionality. The ideal candidate will possess strong troubleshooting capabilities, solid knowledge of hardware, software, and networking basics, and excellent communication and customer service aptitude.

Key Responsibilities

• Provide first-level technical assistance via phone, email, chat, and other support platforms.
• Identify and fix issues related to hardware, software, operating systems, and fundamental networking.
• Install, configure, and maintain desktops, laptops, printers, and other related peripherals.
• Troubleshoot Windows and macOS systems along with applications such as Microsoft Office, email clients, and web browsers.
• Support account management including password resets, access permissions, and authentication concerns.
• Monitor and update IT support tickets with detailed information about problems and resolutions.
• Escalate complex problems to higher-level IT teams when necessary.
• Assist with software installations, updates, patches, and routine system maintenance.
• Adhere strictly to IT security policies, handle data protection, backup procedures, and organizational standards.
• Offer basic technical training and guidance to users regarding IT systems and best practices.
• Document incidents, fixes, system modifications, and repeat issues comprehensively.
• Ensure prompt resolution of requests while upholding excellent customer satisfaction.
• Adapt to 24x7 rotational shifts as per support requirements.

Required Qualifications and Skills

• Bachelor's degree or Diploma in IT, Computer Science, or a closely related discipline is preferred.
• Experience of 1 to 3 years in IT Helpdesk, Service Desk, or technical support; freshers with relevant technical understanding are also encouraged to apply.
• Well-versed in computer hardware, operating systems, and foundational networking principles.
• Proficient with Windows and macOS platforms, Microsoft Office suite, email systems, browsers, printers, and typical IT applications.
• Strong analytical and problem-solving skills with effective troubleshooting capabilities.
• Excellent verbal and written communication along with strong interpersonal skills.
• Ability to work well both independently and collaboratively within a team setting.
• Flexible to work in a rotational 24x7 shift system.

Preferred Attributes

• Customer-centric and professional work ethic.
• Good prioritization skills to handle multiple support requests simultaneously.
• Attention to detail and capability to maintain accurate documentation.
• Quick adaptability and eagerness to acquire new technical skills.
• Ability to keep composure and efficiency during challenging or urgent technical problems.