Tech Support Executive

KG Invicta Services (KGiS); Coimbatore District; On-site; INR 300,000 - 520,000; Full time

Job summary

KG Invicta Services (KGiS) is seeking a Technical Support Executive L2 in Coimbatore, Tamil Nadu. The role requires handling Level 2 technical support for hardware, software, OS, and end-user issues in a 24/7 environment.

You will troubleshoot escalated incidents, diagnose desktop, application, network, VPN, and printer problems, and coordinate with cross-functional teams. Excellent communication is essential; willingness to work US night shifts from the Coimbatore office is required.

Qualifications

• Experience in IT technical support or service desk operations.
• Strong troubleshooting and analytical skills.
• Familiarity with Windows OS, hardware, software installation and configuration.
• Understanding of TCP/IP, DNS, DHCP, VPN, and LAN/WAN networking.
• Experience with incident management and ticketing processes.
• Knowledge of Active Directory and user account management is a plus.
• Excellent verbal and written communication; able to work independently.

Responsibilities

• Provide Level 2 technical support for hardware, software, OS, and end-user issues.
• Troubleshoot and resolve escalated incidents from L1 support.
• Diagnose desktops, laptops, applications, VPN, printers, and system access issues.
• Perform root cause analysis and minimize recurring incidents.
• Manage incidents and service requests using ticketing tools and SLAs.
• Coordinate with L1, infrastructure, and application teams for resolution.
• Document troubleshooting steps and known errors in the knowledge base.
• Monitor tickets and ensure timely follow-up and closure.
• Maintain professional communication with end users and provide status updates.
• Follow IT policies, security procedures, and SOPs.

Skills

IT support

Troubleshooting

Windows OS

Networking basics

Ticketing tools

Active Directory

Communication skills

Tools

Ticketing systems

Job description

Position: Technical Support Executive L2

Job Summary

We are looking for a skilled Technical Support Executive L2 to provide advanced technical assistance, troubleshoot complex technical issues, and ensure timely resolution of incidents. The candidate should have strong troubleshooting skills, excellent communication, and the ability to work independently in a 24/7 support environment.

Key Responsibilities

• Provide Level 2 technical support for hardware, software, operating systems, and end-user technical issues.
• Troubleshoot and resolve escalated incidents that cannot be resolved by the L1 support team.
• Diagnose issues related to desktops, laptops, applications, network connectivity, VPN, printers, and system access.
• Perform root cause analysis and implement appropriate solutions to minimize recurring incidents.
• Manage incidents and service requests using ticketing tools, following defined SLAs.
• Coordinate with L1 teams, infrastructure teams, application support, and other technical teams for issue resolution.
• Document troubleshooting steps, resolutions, and known errors in the knowledge base.
• Monitor pending tickets and ensure timely follow-up and closure.
• Maintain professional communication with end users and provide regular updates on ticket status.
• Follow IT policies, security procedures, and standard operating procedures.

Required Skills

• Hands-on experience in IT technical support or service desk operations.
• Strong troubleshooting and analytical skills.
• Knowledge of Windows operating systems, hardware, software installation, and configuration.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and LAN/WAN.
• Experience with ticketing tools and incident management processes.
• Knowledge of Active Directory, user account management, and access troubleshooting is preferred.
• Excellent verbal and written communication skills.
• Ability to work independently and handle escalated technical issues.

Eligibility Criteria

• Relevant experience in technical support, service desk, or IT infrastructure support.
• Willingness to work in US night shifts and rotational weekly offs.
• Willingness to work from the Coimbatore office.
• Good communication and customer-handling skills.

Work Location

KGiS, Coimbatore, Tamil Nadu.