Support Executive

Job Description

Smart Software Ltd. is a leading Software Development Company having 09+ years of experience by providing the most comprehensive application suite to maximize industry-mandated compliance and corporate governance. The Company is looking for recruiting a number of Mid-level Support Executive.

Job Context

A Technical Support Engineer will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. He`ll be responsible for working with different systems, software, and hardware and follow standard procedures to resolve the issues and escalate unresolved issues to appropriate internal departments.

Job Responsibilities

Performing 24/7 roster duty to monitor and provide customer care support. Managing a high volume of user support requests for operating system and application troubleshooting using online ticketing system. Providing day to day office IT support. Providing basic-level application support and analysis. Monitoring and analyzing error emails, logs, and promptly forwarding them to the relevant departments. Monitoring network, servers, and storage systems to ensure consistent uptime and efficient issue resolution. Troubleshooting LAN, WAN, and internet communication systems. Performing regular checks on network, hardware, and software. Conducting daily checks of system logs, server health, and Data Center environment. Handling customer inquiries efficiently over the telephone, generating issue tickets in our CRM system, and ensuring closure of tickets upon issue resolution. Setting up and troubleshooting desktop applications and peripherals. Professionally communicating with vendors and ISPs for troubleshooting purposes. Responding promptly to service calls and addressing technical concerns.