Technical Support Executive

Upstream Tech

. Serve as the first point of contact for employees seeking technical assistance .

Posted 9/29/2026full-timeRemote • IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing technical support for hardware and software issues, with a strong focus on customer service and effective communication. Capable of managing ticket desks, engaging with third-party vendors, and conducting end-user training.

Highest-signal resume keywords

Technical Support ExperienceNBN and VoIP Services SupportTicket Desk ManagementHardware and Software UpgradesEnd-User Training

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingLogging Support RequestsEscalating IssuesCreating Technical DocumentationMaintaining Business WorkflowsPerforming Routine MaintenanceActivating User AccountsConfiguring ApplicationsEngaging Third-Party VendorsProviding End-User Support

Soft Skills

Strong Verbal CommunicationStrong Written CommunicationCustomer-FocusedOrganisedSelf-MotivatedCalm Under PressurePositive AttitudeWillingness to Learn

Tools & Technologies

Ticket Desk SoftwareRemote Connection ToolsBusiness Applications

Industry Keywords

Managed ServicesTechnical AssistanceEmployee OnboardingContinuous ImprovementAustralian Customers

Tech Stack

Tools & technologies

VoIP

About the role

Key responsibilities & impact

Serve as the first point of contact for employees seeking technical assistance
Provide hardware and software support for internal employees
Handle support requests via phone, live chat, email, and remote connection
Assist with employee onboarding, including activating user accounts
Configure, implement, and maintain business workflows in dedicated applications
Liaise with stakeholders to implement business-focused solutions
Maintain and implement secure best practices within the company network
Support customers using NBN and VoIP telecommunications services
Provide end-user support to managed services customers
Communicate technical information clearly to non-technical users
Receive, validate, log, troubleshoot, and escalate requests
Keep stakeholders informed of request progress through resolution
Maintain and manage the ticket desk
Engage third-party vendors to resolve technical problems
Perform hardware and software upgrades and routine maintenance
Maintain accurate support request and resolution records
Create documentation for common issues and solutions
Train end-users on basic IT functions
Collaborate with IT professionals and departments to resolve complex issues and provide tailored support
Meet SLAs for first response and resolution times
Contribute to continuous improvement initiatives

Requirements

What you’ll need

Technical support experience with hardware and software issues
Ability to support customers using NBN and VoIP services
Ability to provide end-user support for managed services customers
Ability to troubleshoot, validate, log, and escalate support requests
Ability to maintain and manage a ticket desk
Experience engaging third-party vendors to resolve technical problems
Ability to perform hardware and software upgrades and routine maintenance
Ability to install, upgrade, and maintain hardware and software
Ability to create and maintain technical documentation
Ability to conduct end-user training on basic IT functions
Strong verbal and written communication skills
Customer-focused and service-oriented
Reliable, organised, and self-motivated
Ability to remain calm under pressure
Positive attitude and willingness to learn
Monday–Friday work hours of 4:30am–12:30pm IST
Role supports Australian customers

Benefits

Comp & perks

Remote work
Inclusive, supportive culture
Healthy work-life balance
Distributed team environment
Collaboration with global/APAC teams