IT Support Executive

Job Description

Title: IT Support Executive

Company Name: Impel Service & Solutions Limited

Vacancy: 03

Age: At most 19 years

Job Location: Dhaka (Uttara)

Salary: Tk. 15000 - 20000 (Monthly)

Experience:

• At most 3 years
• The applicants should have experience in the following business area(s): Training Institutes, Software Company, IT Enabled Service, BPO/ Data Entry Firm, Call Center
• Freshers are also encouraged to apply.

• Diploma
• Bachelor/Honors

• At most 3 years
• The applicants should have experience in the following business area(s): Training Institutes, Software Company, IT Enabled Service, BPO/ Data Entry Firm, Call Center
• Freshers are also encouraged to apply.

• Age At most 19 years

Job Description: IT Support Executive

Job Summary ISSL is seeking a proactive and detail-oriented IT Support Executive to provide technical assistance, maintain workstation health, and ensure seamless call-center and IT operations.

Key Responsibilities

• Provide immediate first-level technical support to agents and supervisors to minimize operational downtime.

• Troubleshoot agent PCs, laptops, monitors, headsets, printers, and scanners.

• Resolve workstation audio issues, softphone configurations, dialer errors, and CRM software integration problems.

• Identify and resolve network connectivity, Internet, LAN/WAN, Wi-Fi, DNS, DHCP, and IP addressing issues.

• Monitor and maintain call-center workstations and IT equipment in good working condition.

• Create, log, update, and close IT support tickets within the internal helpdesk system.

• Escalate complex network, server, or hardware issues to the NOC, System, or Senior IT teams.

• Assist in configuring and supporting IP-PBX, SIP, VoIP, softphones, and call-recording systems.

• Handle basic user-end tasks of MikroTik, Cisco, and Asterisk/Vicidial systems.

• Maintain proper documentation of technical incidents, downtime, and operational solutions.

• Coordinate with vendors and senior IT engineers for hardware repairs and service escalations.

• Prepare daily and weekly IT incident and downtime reports for management review.

Technical Requirements & Qualifications

• Good knowledge of Windows 10/11 operating systems and desktop troubleshooting.

• Basic knowledge of LAN, WAN, TCP/IP, DNS, DHCP, IP addressing, and Wi-Fi.

• Hands-on experience in troubleshooting PCs, laptops, monitors, printers, scanners, and headsets.

• Basic knowledge of MikroTik or Cisco networking is an advantage.

• Knowledge of IP Phone, SIP, VoIP, Softphone, and IP-PBX is preferred.

• Experience with call-center dialer and CRM software will be an advantage.

• Ability to troubleshoot Internet, network, audio/headset, and workstation problems.

• Knowledge of remote-support tools (AnyDesk, TeamViewer, RDP, UltraViewer) and ticketing/helpdesk systems.

Preferred Certifications

• CompTIA A+

• CompTIA Network+

• CCNA (Cisco Certified Network Associate)

Personal Attributes

• Strong problem-solving attitude under fast-paced operational pressure.

• Good communication and interpersonal skills.

• Flexibility to work on a roster basis (including night shifts) as required.