Service Executive

1. Client Site Support

• Provide day-to-day IT support to clients (on-site and remote).
• Resolve hardware, networking, OS, and application-related issues.
• Monitor and maintain desktops, laptops, printers, switches, routers, and other infrastructure.
• Respond to support requests via phone, email, and helpdesk ticketing systems.
• Conduct minimum one monthly on-site visit for assigned AMC customers (as scheduled).

1. Service Request Management

• Handle tickets through helpdesk tools (e.g., Sangam CRM, Odoo).
• Maintain SLAs for response and resolution.
• Escalate issues when required and follow up until closure.
• Ensure proper documentation of issue details, troubleshooting steps, and resolution before ticket closure.
•  Create and monitor regular health check and backup verification tickets for AMC customers to ensure server performance, firewall status, and successful daily backup completion.
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1. Preventive Maintenance (PM)

• Conduct scheduled PM activities at client sites.
• Submit PM reports and ensure client acknowledgment.
• Identify potential risks and proactively report to Senior Executive / Assistant Manager.

1. IT Asset Management

• Maintain asset registers for client infrastructure.
• Assist in tagging, inventory updates, and disposal coordination.
• Maintain mapping of assets with assigned users.

1. Documentation & Reporting

• Maintain daily activity reports and call logs.
• Share daily activity reports with the Assistant Manager – Services and Manager – Operations.
• Maintain AMC documentation including infrastructure details, network diagrams (if provided), and configuration records.
• Maintain server shared folders, network drive structures, and user access documentation as instructed.
• Ensure backup logs and preventive maintenance records are properly maintained and updated.

1. User Management

• Assist in Active Directory user creation/deletion, password resets.
• Configure Outlook, VPNs, and access policies as per client policy.

1. Support for Core IT Setup

• Assist senior engineers in setting up servers, firewalls, backups, and NAS devices.
• Provide first-level configuration support and troubleshooting.
• Support basic cloud provisioning tasks (e.g., Microsoft 365 user setup)

1. Coordination with OEMs/Vendors

• Coordinate with third-party vendors (like Dell, HP, Sophos, etc.) for hardware/software issues under warranty or AMC.
• Track vendor call status and follow up until issue resolution.

1. Backup Monitoring

• Check and report the status of client backups (on-prem or cloud-based).
• Flag any failed backups to seniors for action.

1. Compliance Support

·      Assist in ensuring IT security and policy compliance at client locations.

·      Help in audits and implementing basic security hygiene.