Technical Support Executive

Key Responsibilities - - Provide L1 and L2 technical support to internal and external users through phone, email, remote access tools, and in-person interactions. - Install, configure, and troubleshoot hardware including desktops, laptops, printers, scanners, and peripherals. - Resolve software-related issues involving Windows/Mac OS, Microsoft 365, antivirus software, email clients, and other enterprise applications. - Monitor system and network performance, perform routine maintenance, and proactively identify potential issues. - Manage user accounts, access rights, and system permissions across relevant platforms. - Maintain accurate records of incidents, troubleshooting activities, and resolutions using the IT ticketing system. - Set up and support video conferencing and collaboration platforms such as Zoom and Microsoft Teams. - Ensure timely resolution of technical issues and escalate complex problems to appropriate teams when required. - Assist in maintaining IT asset inventory and support technology requirements during employee onboarding and offboarding. - Adhere to IT policies, compliance standards, and information security protocols. - Coordinate with parents and learners through phone calls and email to provide updates on reported issues, explain resolutions, collect required information, and ensure timely communication throughout the support process. - Proactively reach out to parents whenever necessary to share updates on learner performance, technical concerns, platform usage, or other school-related support matters as assigned. - Undertake additional responsibilities as assigned from time to time to support team and organizational objectives. Role Expectations - - This is a customer-facing technical support role. - The role requires regular interaction with parents and learners through outbound and inbound phone calls, email, and virtual meetings. - Candidates should be comfortable making proactive follow-up calls, explaining technical issues in simple language, and providing periodic updates to parents regarding learner support and performance. - Strong verbal communication skills and customer service orientation are essential for success in this role. Qualifications - - Bachelor’s degree in any discipline (preferred: Education, Communication or similar fields). - 6m to 4 years of experience in tech support, ideally within the education or edtech space. - Prior exposure to online schooling or digital learning platforms will be an added advantage. - Only students with no active backlogs are eligible to apply for this position.

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