IT Support Executive

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 (Andheri East)

Job Type: Full-time

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

Benefits:

Health insurance
Work Location: In person