IT Support Executive - L1 Support Technician

Techsofya Digital; Mumbai; On-site; INR 279,000 - 468,720; Full time

Job summary

Techsofya is seeking a proactive IT Support Executive L1 to join our Mumbai team. You will troubleshoot laptops, desktops, printers, and basic network issues for end users, including remote workers, and support Microsoft 365 apps such as Outlook, Exchange Online, Teams, OneDrive and SharePoint.

You will manage tickets through our ticketing system, resolve incidents within defined SLAs, perform hardware diagnostics, onboarding/offboarding, password resets, and coordinate with vendors for hardware

Qualifications

• Strong troubleshooting and analytical mindset.
• Good communication and user-handling skills.
• Ability to explain technical issues in simple and professional language.
• Willingness to upgrade technical skills continuously.
• Experience in IT support within corporate or MSP environments preferred.
• Based in Mumbai.

Responsibilities

• Provide Level 1 technical support for laptops, desktops, printers, and basic network issues.
• Handle support tickets through ticketing systems and meet defined SLAs.
• Provide remote support to users, including those outside Mumbai and India.
• Administer Microsoft 365 including Outlook, Exchange Online, Teams, OneDrive, and SharePoint.
• Assist users with mailbox issues, email configuration, and Teams access.
• Escalate advanced issues to senior IT teams.
• Perform hardware diagnostics for laptops, printers, and network devices.
• Set up devices, install OS, update drivers, and configure per IT policies.
• Maintain IT asset tagging, inventory records, and device allocations.
• Coordinate with vendors for hardware replacement and AMC activities.
• Coordinate with ISPs during connectivity incidents.
• Maintain documentation of tickets, assets, configurations, and warranties.
• Assist with password resets, onboarding/offboarding, and access provisioning.
• Report phishing or security incidents to senior IT teams.
• Ensure adherence to IT security standards and data protection policies.

Skills

Troubleshooting

Communication

End-user support

Windows OS

Microsoft 365

Networking basics

Hardware troubleshooting

SharePoint

Remote support tools

Antivirus solutions

Endpoint management

Education

Diploma in IT

Bachelor's in IT

IT Certification (e.g., CompTIA A+)

Tools

Ticketing systems

Remote support tools

Job description

Location

Mumbai (Travel to other office locations may be required)

About Techsofya

Techsofya is a trusted partner in real estate technology solutions, helping organizations optimize operations through effective use of Yardi software and modern IT solutions. As a Great Place to Work Certified organization, we foster a collaborative, growth-oriented environment where innovation, ownership, and continuous learning thrive.

About the Role

We are looking for a proactive, technically sound, and service-oriented IT Support Executive L1 Support Technician to join our growing team at Techsofya. The ideal candidate should possess strong troubleshooting skills, good communication abilities, and mindset to support end users across hardware, software, networking, Microsoft 365 and cloud IT infrastructure environments.

Key Responsibilities

• Provide Level 1 technical support for laptops, desktops, endpoint devices, operating systems, printers, Wi‑Fi, internet connectivity, and basic network issues.
• Handle support tickets through ticketing systems and ensure timely troubleshooting and resolution within defined SLAs.
• Provide remote support to users working from home and from locations outside Mumbai and India.
• Support Microsoft 365 administration including Outlook, Exchange Online, Teams, OneDrive, SharePoint, and user account management.
• Assist users with mailbox issues, email configuration, Microsoft Teams access, and Microsoft application troubleshooting.
• Escalate advanced technical issues to senior IT teams when required.
• Perform hardware diagnostics for laptops, printers, network devices, and peripherals.
• Perform device setup, OS installation, formatting, software installation, driver updates, and configuration as per IT policies and procedures.
• Maintain IT asset tagging, inventory records, and device allocation details.
• Coordinate with vendors for hardware replacement, warranty support, and AMC‑related activities.
• Coordinate with ISPs and internal infrastructure teams during connectivity or network‑related incidents.
• Maintain accurate documentation of support tickets, IT assets, system configurations, user devices, and warranty details.
• Assist with password resets, user onboarding and offboarding, access provisioning, and endpoint security checks.
• Report suspicious activities, phishing emails, or security incidents to senior IT teams.
• Ensure adherence to IT security standards, data protection policies, and operational procedures.

Technical Skills Required

• Strong understanding of Windows Operating Systems, Microsoft Office Suite, Microsoft 365 fundamentals, networking basics, hardware troubleshooting, and SharePoint.
• Basic understanding of remote support tools, antivirus solutions, and endpoint management.
• Familiarity with ticketing systems and IT support processes will be an added advantage.

Additional Expectations

• Strong troubleshooting and analytical mindset.
• Good communication and user‑handling skills.
• Ability to explain technical issues in simple and professional language.
• Fast learning ability and willingness to upgrade technical skills continuously.
• Professional behaviour and service‑oriented attitude.
• Ability to understand support requirements quickly and provide effective resolutions.
• Ability to manage multiple support requests simultaneously while maintaining service quality.
• Strong ownership mindset with focus on timely task completion.

Preferred Candidate Profile

• Based in Mumbai.
• Experience in IT support within corporate IT or managed service environments preferred.
• Diploma, Graduate, or Technical Certification in IT preferred.
• Experience supporting corporate users, remote users, Microsoft 365 environments, and multi‑location support environments.
• Certifications such as CompTIA A+, N+, Microsoft Fundamentals, or basic networking certifications will be an added advantage.

Language Requirements

• Strong verbal and written communication skills in English.