Technical Support Executive

Position Overview

The Technical Support Executive will be responsible for providing end-to-end technical assistance, installation, configuration, troubleshooting, and customer support for IT infrastructure solutions. This role requires hands-on experience across networking, server architecture, security systems, wireless solutions, surveillance, data backup & recovery, cloud services (Microsoft 365 & Azure), and virtualization technologies.

The ideal candidate should have strong problem-solving skills, excellent communication abilities, and a customer-first mindset.

Key Responsibilities

1. Technical Support & Troubleshooting

Provide L1/L2 technical support to clients for IT infrastructure and network-related issues.

Diagnose, troubleshoot, and resolve hardware, software, network, and system-related incidents.

Perform remote and onsite support as required.

Escalate critical issues to senior engineers or OEMs when necessary.

2. Network Infrastructure Management

Assist in configuration and troubleshooting of:

Routers, switches, firewalls, VLANs, VPN, DHCP, DNS, NAT, routing protocols

Wireless access points and controllers

Conduct network health checks, performance monitoring, and optimization.

3. Server & Systems Support

Provide support for Windows Server, Linux Server, Active Directory, Group Policy, DNS/DHCP.

Assist in server deployment, patching, updates, and resource monitoring.

Support Hyper-V / VMware virtualization environments.

4. Security & Surveillance Solutions

Basic troubleshooting of firewall security policies and endpoint security.

Provide support for CCTV / IP surveillance systems (NVR, DVR, VMS, camera configurations).

Assist in implementing security best practices and monitoring tools.

5. Data Backup, DC-DR & Business Continuity

Support installation and configuration of backup solutions (Veeam, Synology, NAS, cloud backup, etc.).

Monitor scheduled backups and ensure recovery readiness.

Assist in DC/DR drills, failover/failback operations.

6. Cloud Solutions (Microsoft 365 & Azure)

Provide support for:

Microsoft 365 administration (user management, email, SharePoint, OneDrive)

Azure services (VMs, backup, policies, access management)

Troubleshoot cloud service issues and assist clients with migrations.

7. Documentation & Reporting

Maintain accurate records of service requests, resolutions, and technical procedures.

Prepare daily/weekly reports related to support activities.

Update knowledge base and maintain configuration documentation.

8. Customer Engagement

Handle client queries professionally and provide timely updates.

Educate customers on system usage, best practices, and preventive maintenance.

Build strong customer relationships to enhance service satisfaction.

Requirements

Required Skills & Qualifications

Diploma / Graduate in IT, Computer Science, or related field.

1–3 years of experience in technical support or IT infrastructure roles (fresher with strong technical knowledge may also apply).

Working knowledge of:

Networking equipment (Cisco, Sophos, Sonicwall,Palo Alto, Juniper, Dell, Lenovo, HP/Aruba, Fortinet, etc.)

Windows Server, AD, virtualization (Hyper-V/VMware)

Firewall policies and endpoint security

Microsoft 365 & Azure administration

IP surveillance systems

Backup and disaster recovery tools

Strong troubleshooting and analytical skills.

Good communication skills (verbal and written).

Preferred Certifications (Optional but an Advantage)

CCNA / CCNP

MCSA / AZ-900 / MS-900

Veeam VMCE / VMware VCA

CompTIA Network+ / Security+

Fortinet NSE certifications

Any relevant OEM certifications (Aruba, Cisco, Dell, Microsoft)

Work Environment

Onsite + remote hybrid support depending on client requirements.

Occasional travel to client locations for deployment or troubleshooting.

Must be able to work in a fast-paced system integrator environment with diverse technologies.

Benefits

Opportunity to work on multi-vendor technologies across networking, servers, cloud, and cybersecurity.

Certification support and continuous technical training programs.

Attractive salary package with performance incentives.

Mobile and travel allowance for client visits.

Health insurance and PF (as per company policy).

Friendly work culture with strong learning and growth opportunities.

Access to OEM tools, labs, and partner training resources.