IT Support Executive - Ticketing System

Responsibilities : - Provide timely and effective technical support to staff, resolving hardware, software, and network issues. - Troubleshoot and resolve issues related to Office 365, SharePoint, and Salesforce (SFDC). - Install, configure, and maintain computer systems and software. - Manage and prioritize support tickets, ensuring timely resolution and communication. - Document support procedures and solutions for future reference. - Lead and manage a team of IT support personnel, providing guidance, training, and mentorship. - Assign tasks and monitor team performance, ensuring adherence to service level agreements (SLAs). - Foster a collaborative and supportive team environment. - Identify and recruit talent to grow the IT support team. - Administer and manage Office 365 applications, including Exchange Online, Teams, and OneDrive. - Configure and manage SharePoint sites and libraries, ensuring effective collaboration and document management. - Provide user training and support for Office 365 and SharePoint. - Implement and maintain security policies for Office 365 and SharePoint. - Provide technical support and troubleshooting for Salesforce (SFDC) users. - Manage user accounts and permissions in SFDC. - Assist with data imports, exports, and data quality management in SFDC. - Collaborate with the SFDC administrator to implement customizations and enhancements. - Provide excellent customer service, ensuring staff satisfaction with IT support. - Proactively identify and resolve recurring IT issues, implementing preventative measures. - Develop and implement IT support processes and procedures to improve efficiency and effectiveness. - Gather and analyze feedback from staff to identify areas for improvement. - Collaborate with other IT teams and departments to resolve complex technical issues. - Communicate effectively with staff across different time zones and locations. - Provide clear and concise documentation and training materials. - Maintain accurate inventory of IT hardware and software assets. Required Skills and Expertise : - 2-7 years of experience in IT support, preferably in a similarly-sized organization. - Strong understanding of IT support best practices and methodologies. - Experience with ticketing systems and remote support tools. - Experience in managing and leading a team of IT support personnel. - Strong leadership and mentoring skills. - Ability to identify and recruit talent. - Extensive experience in administering and supporting Office 365 and SharePoint. - Strong knowledge of Office 365 applications and SharePoint functionalities. - Experience with SharePoint administration and configuration. - Experience in providing technical support for Salesforce (SFDC) users. - Understanding of SFDC functionalities and administration. - Ability to troubleshoot SFDC issues. - Excellent communication and interpersonal skills. - Ability to collaborate effectively with cross-functional teams and staff. -Strong problem-solving and analytical skills. - Strong customer service ethic and a passion for helping others. - Ability to understand and address user needs and concerns. - Proactive approach to identifying and resolving IT issues. Preferred Skills : - ITIL certification. - Experience with network administration and troubleshooting. - Knowledge of scripting languages (PowerShell). - Experience with cloud-based IT services. - Experience with security and compliance standards. Qualifications : - Bachelor's degree in Computer Science, Information Technology, or a related field. - 2-7 years of experience in IT support. - Proven experience in managing and supporting Office 365, SharePoint, and Salesforce (SFDC). (ref:hirist.tech)

Location: pune, IN

Posted Date: 3/26/2025