IT Support Executive

Stemz Global Dmcc; Gurugram District; On-site; INR 300,000 - 500,000; Full time

Job summary

Stemz Global Dmcc in Gurgaon is seeking an L1 IT Support specialist to handle user tickets related to hardware, software, applications and networking. You will install and troubleshoot Windows, Microsoft Office and peripheral devices, perform remote and on-site support, document issues, and escalate when needed.

The role requires clear communication, strong problem solving, willingness to travel, and ability to work in a fast-paced environment.

Qualifications

• Experience as an Application support Engineer or similar role.
• Excellent problem-solving and multitasking skills.
• Customer-oriented attitude and good communication.
• Willingness to travel and support round-the-clock operations.

Responsibilities

• Address user tickets regarding hardware, software, applications and networking.
• Install, upgrade, support and troubleshoot Windows, Microsoft Office and peripherals.
• Provide on-site and remote troubleshooting and clear instructions.
• Record issues and solutions; escalate unresolved cases as needed.
• Follow up on tickets to resolve within TAT and document feedback.
• Assist in creating technical documentation and manuals.
• Support availability to authorized users and ensure service continuity.

Skills

Application support

Troubleshooting

Remote support

Ticketing

Documentation

Communication

Teamwork

Flexibility

Tools

Windows OS

Microsoft Office

Job description

L1 IT Support Gurgaon

Responsibilities

• Address user tickets regarding hardware, software, Applications and networking
• Install, upgrade, support and troubleshoot Windows, Microsoft Office products and any other authorized desktop applications
• Install, upgrade, support and troubleshoot printers, computer hardware and any other authorized peripheral equipment
• Responsible for monitoring, operating, managing, troubleshooting, and restoring to service any terminal service client, personal computers (PC) or notebooks that have authorized access to the network
• Knowledge of network and anti-virus programs
• Ability to perform on-site & remote troubleshooting and provide clear instructions
• Address & Resolve user tickets raised via email, Phone, Ticket System, Whats app, any Authentic Channel.
• Walk users through application sessions, queries, training & resolution
• Interact with End User, understand Query, resolve, and if required, escalates
• Guide users with simple, step-by-step instructions
• Conduct remote troubleshooting
• Test alternative pathways until the resolution of an issue
• Record technical issues and solution
• Direct unresolved issues to the next level of support personnel
• Follow up with users on Tickets and get them resolved within TAT
• Report users feedback
• Help create technical documentation and manuals
• Supervising the administration of systems to ensure availability of services to authorized users
• Basic Knowledge of Software Languages and Database
• Proven work experience as an Application support Engineer or similar role
• Excellent problem‑solving and multitasking skills
• Customer‑oriented attitude
• Flexible to support round‑the‑clock operations
• Flexibility to some travelling
• Ability to communicate in an understandable, polite, and friendly manner, both written and verbal, and desire to grow and learn new technologies
• Team spirit