Senior Executive, IT User Support

RXinsider LTD.; Ahmedabad District; On-site; INR 600,000 - 900,000; Full time

Job summary

RXinsider LTD. in Ahmedabad, India seeks an experienced IT Support Specialist to provide day-to-day technical assistance across hardware and software systems. The role emphasizes diagnosing complex issues, advanced troubleshooting, and timely incident resolution with adherence to SLAs.

You will document resolutions, manage escalations, and ensure IT policy compliance while guiding junior staff. A BA/BS or B.Tech is required, with a Master’s degree preferred, and 5+ years of experience in IT

Qualifications

• Bachelor's degree in a relevant field (BA/BS or B.Tech) required.
• Master's degree preferred (MS/MA or M.Tech).

Responsibilities

• Provide advanced user support for hardware and software issues.
• Diagnose and resolve complex technical problems independently.
• Perform detailed troubleshooting and fault rectification.
• Coordinate and manage escalations with internal/external teams.
• Ensure timely closure of incidents as per SLAs.
• Document issues, resolutions, and root causes.
• Support system access, configurations, and device setups.
• Ensure compliance with IT policies and security standards.
• Guide junior support staff when required.
• Oversee daily IT user support operations and service delivery.
• Assist in workload allocation and basic supervision.
• Review and resolve complex hardware and software incidents.
• Manage escalations and coordinate with internal/external teams.
• Drive troubleshooting quality and fault rectification standards.
• Review incident documentation and root-cause summaries.
• User access management for GxP software as per SOP.
• Backup/restore activities for GxP software as defined.
• Time synchronization activities per approved schedule.
• Maintain inventory records and labeling of IT assets.
• Troubleshoot printer-related issues and maintain IT assets documentation.
• Carry out any other duties assigned by Head of Department.

Skills

Advanced user support

Troubleshooting

Incident management

Documentation

Mentoring/guide juniors

Education

Bachelor's Degree (BA/BS) / B.Tech

Master's Degree (MS/MA) / M.Tech

Job description

Description

JOB DESCRIPTION

The role is responsible for ensuring effective day-to-day technical support to employees across a range of hardware and software systems. The role focuses on independently diagnosing complex user issues, performing advanced troubleshooting and fault rectification, and ensuring timely and high-quality resolution of user problems, queries, and complaints. The role manages end-to-end incident resolution, supports root cause identification, and ensures proper escalation and coordination with internal or external support teams when required. The role emphasizes service reliability, adherence to SLAs, user satisfaction, and compliance with IT policies and information security standards.

Essential Functions

• Provide advanced user support for hardware and software issues
• Diagnose and resolve complex technical problems independently
• Perform detailed troubleshooting and fault rectification
• Coordinate and manage escalations with internal/external teams
• Ensure timely closure of incidents as per SLAs
• Document issues, resolutions, and root causes
• Support system access, configurations, and device setups
• Ensure compliance with IT policies and security standards
• Guide junior support staff when required

Additional Responsibilities

• Oversee daily IT user support operations and service delivery
• Support team coordination and daily operations, assisting in workload allocation, basic supervision, and ensuring smooth service delivery
• Review and resolve complex hardware and software incidents
• Ensure timely incident closure as per SLAs
• Manage escalations and coordinate with internal/external teams
• Drive troubleshooting quality and fault rectification standards
• Review incident documentation and root-cause summaries
• Ensure compliance with IT policies and security standards
• User access management activities, including creation, modification, deactivation, and deletion of user IDs for all GxP software, shall be performed as per approved request forms.
• Backup and restore activities for GxP software shall be carried out according to the defined periodic schedule and approved request forms.
• Time synchronization activities shall be executed as per the approved schedule.
• Active user lists for all GxP software shall be prepared as per the defined schedule or whenever required.
• Preventive maintenance of computer systems shall be performed, including internal CPU dust cleaning and verification of all system hardware.
• LAN and telephone cable dressing shall be carried out as required.
• All IT assets shall be maintained with proper inventory records and labeling.
• Troubleshooting and resolution of printer-related issues shall be performed.
• IT assets and related documentation shall be managed and maintained appropriately.
• Any other activities assigned by the Head of Department (HOD) shall be carried out as required.
• Responsible for QAMS activities and IT incident investigation and troubleshooting.
• Responsible for activities related to training software (AIMS-Amneal Information and Management software) specified in training SOP.

Qualifications

• Bachelors Degree (BA/BS) B.Tech - Required
• Master Degree (MS/MA) M.Tech - Preferred

Experience

• 5 years or more in 5 - 8 Years