IT Support Executive

Job description

Role Overview:

We are seeking a detail-oriented and proactive IT Support Executive to join our Mumbai Division’s IT & Infrastructure team. This individual will serve as the first line of support for all employee IT issues, with a strong focus on timely troubleshooting, user coordination, and complete asset lifecycle management. While the broader team operates in a remote-first environment, this role is strictly on-site and critical to ensuring smooth day-to-day operations.

This position involves direct interaction with employees across all functions, coordination with external IT vendors for escalations, and hands-on oversight of our asset inventory and logistical workflows. The ideal candidate is responsive, well-organized, tech-savvy, and capable of owning operational responsibilities with a sense of accountability.

Key Responsibilities

End-User Support & Troubleshooting

• Monitor and respond promptly to IT support requests raised via the IT support mailbox.
• Coordinate directly with employees via Teams calls or remote access tools to troubleshoot and resolve hardware, software, and connectivity issues.
• Provide first-level support for routine issues and escalate more complex problems to the appropriate third-party support teams when needed.
• Track, document, and close support tickets in a timely and structured manner.
• In cases where issues cannot be resolved remotely and the root cause remains unidentified; the IT Support Executive will be required to conduct an on-site visit to the employee’s residence for further diagnosis and resolution. Such visits will be coordinated under the guidance of the IT & Infrastructure Lead and documented appropriately as part of the support workflow.

Asset Management

• Maintain an up-to-date asset inventory database, tracking device assignment, condition, and availability.
• Manage the end-to-end asset assignment and recovery process during onboarding and offboarding.
• Categorize and maintain logs of active, spare, and scrapped devices with proper tagging and documentation.
• Ensure accurate records are maintained for asset audits and take ownership of discrepancies if any arise.
• Liaise with logistics vendors to arrange timely pickup and delivery of IT equipment as per operational needs.

Vendor & Interdepartmental Coordination

• Act as a liaison between the internal team and third-party IT vendors for escalated issues.
• Coordinate closely with vendors to ensure timely resolution of support cases outside the internal support scope.
• Support internal coordination with the Finance team by preparing and submitting reimbursement vouchers, vendor invoices, and logistics-related expense documentation.

Compliance & Documentation

• Ensure proper documentation is maintained for every asset movement, user assignment, and IT support resolution.
• Follow established data management practices and tools as directed by the Department.
• Uphold internal IT policies and report any irregularities in device handling or data discrepancies.

Required Skills & Experience

• 1 years of hands-on experience in IT support or desktop support roles, preferably in a user-facing capacity.
• Strong troubleshooting capabilities within Windows-based environments, including both hardware and software issues.
• Comprehensive working knowledge of the Microsoft 365 suite, including but not limited to:

Ø Outlook and Exchange Online

Ø Microsoft Teams

Ø SharePoint (permissions, file access, basic site usage)

Ø OneDrive

Ø Word, Excel, PowerPoint (including file recovery, version issues, and general support queries)

• Familiarity with remote access and control tools to provide effective virtual support.
• Experience with maintaining IT asset inventories, using Excel or asset management platforms.
• Capable of preparing structured documentation, reports, or finance support documentation (e.g., vouchers, invoice summaries).
• Excellent interpersonal, verbal, and written communication skills; able to liaise confidently with both end users and vendors.
• Self-driven, dependable, and able to manage day-to-day operations under minimal supervision.

Work Environment

• This is an on-site role based in our Mumbai office.
• The role involves occasional coordination with logistics personnel for hardware movements.
• Must be comfortable with multitasking and working in a fast-paced, remote-first operational setup.

Accountability

• The IT Support Executive will be held accountable for:
• Accurate maintenance of asset records.
• Timely resolution and closure of support tickets.
• Proper handling and documentation of all asset dispatch and return processes.
• Ensuring compliance with internal IT protocols and escalation procedures.

Experience: 1-2 years

Location: Mumbai

Job Type: Full-time

Pay: ₹15,000.00 - ₹30,000.00 per month

Benefits:

• Health insurance

Work Location: In person