Technical Support Executive

ZM IT Technologies Ltd.; Pune District; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Mobile and travel allowance

Health insurance and PF

Friendly work culture

Access to OEM tools and labs

Job summary

ZM IT Technologies Ltd. is seeking a Technical Support Executive to deliver end-to-end technical assistance for IT infrastructure solutions. You will work across networking, servers, security, cloud services, and data backup to support clients both remote and onsite.

The role requires strong troubleshooting, good communication, and a customer-first mindset, with 1–3 years of experience (freshers with strong knowledge may apply). Travel to client sites may be required.

Qualifications

• Diploma / Graduate in IT, Computer Science, or related field.
• 1–3 years of experience in technical support or IT infrastructure roles (fresher with strong technical knowledge may also apply).
• Working knowledge of firewall policies and endpoint security; backup and disaster recovery tools.

Responsibilities

• Provide L1/L2 technical support to clients for IT infrastructure and network-related issues.
• Diagnose, troubleshoot, and resolve hardware, software, network, and system-related incidents.
• Perform remote and onsite support as required.
• Escalate critical issues to senior engineers or OEMs when necessary.
• Assist in configuration and troubleshooting of routers, switches, firewalls, VLANs, VPN, DHCP, DNS, NAT, routing protocols.
• Assist in server deployment, patching, updates, and resource monitoring.
• Basic troubleshooting of firewall security policies and endpoint security.
• Assist in implementing security best practices and monitoring tools.
• Support installation and configuration of backup solutions (Veeam, Synology, NAS, cloud backup, etc.).
• Monitor scheduled backups and ensure recovery readiness.
• Assist in DC/DR drills, failover/failback operations.
• Provide support for Azure services (VMs, backup, policies, access management) and migrations.
• Maintain accurate records of service requests, resolutions, and procedures.

Skills

Firewall policies

Endpoint security

Backup & disaster recovery tools

Troubleshooting

Analytical skills

Communication skills

Education

Diploma / Graduate in IT or Computer Science

CCNA / CCNP

MCSA / AZ-900 / MS-900

Veeam VMCE / VMware VCA

CompTIA Network+ / Security+

Fortinet NSE certifications

Job description

The Technical Support Executive will be responsible for providing end-to-end technical assistance, installation, configuration, troubleshooting, and customer support for IT infrastructure solutions. This role requires hands‑on experience across networking, server architecture, security systems, wireless solutions, surveillance, data backup & recovery, cloud services (Microsoft 365 & Azure), and virtualization technologies.

The ideal candidate should have strong problem‑solving skills, excellent communication abilities, and a customer‑first mindset.

Key Responsibilities

Technical Support & Troubleshooting

• Provide L1/L2 technical support to clients for IT infrastructure and network‑related issues.
• Diagnose, troubleshoot, and resolve hardware, software, network, and system‑related incidents.
• Perform remote and onsite support as required.
• Escalate critical issues to senior engineers or OEMs when necessary.

Network Infrastructure Management

Assist in configuration and troubleshooting of:

• Routers, switches, firewalls, VLANs, VPN, DHCP, DNS, NAT, routing protocols
• Wireless access points and controllers

Conduct network health checks, performance monitoring, and optimization.

Server & Systems Support

Assist in server deployment, patching, updates, and resource monitoring.

Security & Surveillance Solutions

• Basic troubleshooting of firewall security policies and endpoint security.
• Assist in implementing security best practices and monitoring tools.

Data Backup, DC‑DR & Business Continuity

• Support installation and configuration of backup solutions (Veeam, Synology, NAS, cloud backup, etc.).
• Monitor scheduled backups and ensure recovery readiness.
• Assist in DC/DR drills, failover/failback operations.

Cloud Solutions (Microsoft 365 & Azure)

Provide support for:

• Azure services (VMs, backup, policies, access management)
• Troubleshoot cloud service issues and assist clients with migrations.

Documentation & Reporting

• Maintain accurate records of service requests, resolutions, and technical procedures.
• Prepare daily/weekly reports related to support activities.
• Update knowledge base and maintain configuration documentation.
• Handle client queries professionally and provide timely updates.
• Educate customers on system usage, best practices, and preventive maintenance.
• Build strong customer relationships to enhance service satisfaction.

Requirements

Required Skills & Qualifications

Diploma / Graduate in IT, Computer Science, or related field.

1–3 years of experience in technical support or IT infrastructure roles (fresher with strong technical knowledge may also apply).

Working knowledge of:

• Firewall policies and endpoint security
• Backup and disaster recovery tools

Strong troubleshooting and analytical skills.

Good communication skills (verbal and written).

Preferred Certifications (Optional but an Advantage)

• CCNA / CCNP
• MCSA / AZ‑900 / MS‑900
• Veeam VMCE / VMware VCA
• CompTIA Network+ / Security+
• Fortinet NSE certifications

Occasional travel to client locations for deployment or troubleshooting.

Must be able to work in a fast‑paced system integrator environment with diverse technologies.

Opportunity to work on multi‑vendor technologies across networking, servers, cloud, and cybersecurity.

Certification support and continuous technical training programs.

Benefits

• Attractive salary package with performance incentives.
• Mobile and travel allowance for client visits.
• Health insurance and PF (as per company policy).
• Friendly work culture with strong learning and growth opportunities.
• Access to OEM tools, labs, and partner training resources.