IT Support -US Shift

Job Title: IT Support Executive
Experience: 4-6 Years
Location: Salem
Employment Type: Full-time

We are seeking an experienced and result-oriented IT Support executive with 4-8 years of hands‑on experience in IT infrastructure support, service management, and team leadership. The ideal candidate will be responsible for managing day‑to‑day IT operations, leading a team of support engineers, ensuring SLA adherence, driving process improvements, and maintaining secure and efficient IT systems across the organization. This role requires strong technical expertise combined with leadership, stakeholder management, and operational planning capabilities.

• Oversee and manage L2 technical support for desktops, laptops, printers, mobile devices, and peripherals
• Ensure timely troubleshooting and resolution of hardware, software, OS, and network‑related issues
• Manage Windows OS (Windows 10/11), basic Linux/Mac environments
• Administer Active Directory (user management, group policies, access control)
• Manage email systems (Microsoft 365, Outlook, Exchange)
• Oversee LAN/WAN, Wi‑Fi, VPN infrastructure monitoring and maintenance
• Ensure IT asset lifecycle management (procurement to disposal)
• Implement and monitor backup, antivirus, patch management, and IT security policies
• Drive compliance with internal IT policies and industry standards
• Handle critical escalations and ensure resolution within defined SLAs
• Coordinate with vendors for procurement, AMC management, and support services

• Monitor and improve SLA/KPI performance metrics
• Implement ITIL‑based service management best practices
• Review and optimise IT support processes for efficiency
• Prepare MIS reports, dashboards, and management updates
• Plan IT capacity and resource allocation
• Support audits and compliance requirements

• Strong expertise in Windows Server & Desktop environments
• Hands‑on experience with Active Directory, DNS, DHCP
• Strong networking fundamentals (TCP/IP, routers, switches, firewalls)
• Experience with ITSM tools (Service Now, Fresh service, Jira, Zoho Desk, etc.)
• Experience with remote support tools
• Good understanding of endpoint security and data protection
• Knowledge of Microsoft 365 administration
• Exposure to cloud environments (Azure/AWS preferred)

• Strong leadership and team management skills
• Excellent stakeholder and vendor management abilities
• Strong analytical and problem‑solving mindset
• High accountability and decision‑making capability
• Strong communication and reporting skills
• Ability to work under pressure and manage critical incidents

• Bachelors degree in IT, Computer Science, or related field
• ITIL Certification (preferred)
• Microsoft / CompTIA / Networking certifications (preferred)
• Experience managing IT support in mid‑to‑large organisations

• Professionals with 4‑6 years of IT Support / Infrastructure Support experience
• Candidates currently working as Senior IT Support Engineers / Team Leads looking to move into Assistant Manager roles
• Individuals with proven experience managing teams and IT operations