Technical Support Executive

Ample Softech System; Nagpur District, Pune District, Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Ample Softech System in India is seeking a proactive Technical Support Engineer to assist customers via calls, emails, chat, and remote sessions. You will troubleshoot hardware, software, and network issues, guide users through installation and configuration, and document all steps in the ticketing system to ensure SLA compliance.

Candidates should be familiar with Windows and Linux basics, networking concepts, VPN, and remote desktop tools, with experience using ServiceNow, Jira, Zendesk, or

Qualifications

• Experience in technical support via calls, emails, chat.
• Ability to troubleshoot hardware, software and network issues.
• Experience with ticketing systems and documenting issues.

Responsibilities

• Provide technical support to customers through calls, emails, chat, and remote sessions.
• Troubleshoot hardware, software, application, and system issues.
• Identify root causes and provide effective solutions.
• Assist with software installation and configuration.
• Diagnose network issues including VPN, LAN, Wi‑Fi.
• Guide users through step‑by‑step troubleshooting procedures.
• Log, track, and update customer issues using ticketing tools.
• Escalate complex problems to the appropriate teams.
• Ensure timely resolution within defined SLA timelines.
• Maintain documentation and reports on issues.
• Follow up with customers to ensure issues are resolved and satisfaction.

Skills

Windows OS

Linux basics

Hardware troubleshooting

Networking (TCP/IP/DNS/DHCP)

Software installation

MS Office & Outlook

Remote desktop tools

VPN connectivity

Tools

ServiceNow

Jira

Zendesk

Freshdesk

Job description

1. Provide technical support to customers through calls, emails, chat, and remote support.
2. Troubleshoot and resolve hardware, software, application, and system-related issues.
3. Identify technical problems, analyse root causes, and provide appropriate solutions.
4. Assist customers with software installation, configuration, and application setup.
5. Diagnose and resolve internet connectivity, LAN, Wi‑Fi, VPN, and network-related issues.
6. Guide users through step‑by‑step troubleshooting procedures.
7. Log, track, and update customer issues using ticketing tools.
8. Escalate complex technical issues to the concerned technical teams.
9. Ensure timely resolution of customer queries within defined SLA timelines.
10. Maintain technical documentation, issue logs, and troubleshooting reports.
11. Follow up with customers to ensure issues are resolved and maintain customer satisfaction.
12. Coordinate with internal teams for technical issue resolution and service improvement.

2. Key Skills Required

Technical Skills

• Good knowledge of Windows OS and basic Linux.
• Basic understanding of computer hardware and software troubleshooting.
• Knowledge of networking concepts TCP/IP, DNS, DHCP, LAN, WAN, and Wi‑Fi.
• Experience in software installation, configuration, and troubleshooting.
• Basic knowledge of MS Office and Outlook.
• Understanding of remote desktop tools and VPN connectivity.
• Familiarity with ticketing tools such as ServiceNow, Jira, Zendesk, or Freshdesk.
• Knowledge of application troubleshooting and technical issue resolution.