IT Support Executive

IT Helpdesk Executive / IT Helpdesk Support ExecutiveAbout OverITOverIT is an IT Helpdesk and Technical Support organization providing comprehensive network and technical support services to AAM (American Advanced Management), USA. We have been supporting AAM for many years with a highly trained and experienced technical team. Our support operations run 24×7, ensuring reliable and efficient IT assistance.

Job SummaryWe are looking for an IT Helpdesk Executive / IT Helpdesk Support Executive to provide first-level technical support to users and ensure the smooth operation of day-to-day IT services. The ideal candidate should have strong troubleshooting skills, good knowledge of hardware, software, and networking fundamentals, and excellent communication and customer service abilities.

• Key ResponsibilitiesProvide first-level technical support through phone, email, chat, and other support channels.
• Diagnose and resolve hardware, software, operating system, and basic network-related issues.
• Install, configure, and maintain desktops, laptops, printers, and other IT peripherals.
• Troubleshoot and support Windows/macOS operating systems and commonly used applications such as Microsoft Office, email clients, and web browsers.
• Assist users with account management, password resets, access permissions, and basic authentication-related issues.
• Monitor, update, and maintain IT support tickets with accurate troubleshooting details and resolutions.
• Escalate complex or unresolved technical issues to the appropriate higher-level IT teams.
• Assist with software installations, system upgrades, patches, and routine maintenance activities.
• Follow IT security policies, data protection procedures, backup practices, and organizational standards.
• Provide basic technical guidance and training to users on IT systems, applications, and best practices.
• Maintain proper documentation of incidents, solutions, system changes, and recurring technical issues.
• Ensure timely resolution of support requests while maintaining a high level of customer satisfaction.
• Work effectively in a 24×7 rotational support environment when required.
• Required Skills & QualificationsBachelor’s degree or Diploma in IT, Computer Science, or a related field is preferred.
• 1–3 years of experience in IT Helpdesk, Service Desk, or Technical Support. Freshers with relevant technical knowledge may also apply.
• Good understanding of computer hardware, operating systems, and basic networking concepts.
• Knowledge of Windows/macOS, Microsoft Office, email systems, browsers, printers, and common IT applications.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to work independently as well as collaboratively within a team.
• Willingness to work in a 24×7 environment and rotational shifts.
• Preferred QualitiesCustomer-focused and professional approach.
• Ability to prioritize and manage multiple support requests.
• Strong attention to detail and documentation skills.
• Quick learner with a willingness to develop new technical skills.
• Ability to remain calm and effective while handling urgent or challenging technical issues.