IT Helpdesk & Support Executive

We are seeking a dedicated Helpdesk Support Executive to join our IT & R&D department. This role involves providing technical assistance and troubleshooting support for Pollo products, including CCTV cameras, DVRs/NVRs, and related equipment. The ideal candidate will manage helpdesk tickets efficiently, support internal IT infrastructure, and collaborate with various teams to ensure timely resolution of technical issues. This position requires strong communication skills, technical aptitude, and the ability to work both independently and as part of a team. The role is full-time and based on-site.

Key Responsibilities

Pollo Product Technical Support:
Provide expert technical support for Pollo CCTV cameras, DVRs/NVRs, and other assigned products. Troubleshoot and diagnose product issues, assist customers with configuration, installation, and remote access. Escalate complex problems to the appropriate technical teams when necessary.

Helpdesk & Ticket Management:
Manage customer complaints and technical queries through the helpdesk system. Create, update, and maintain detailed tickets documenting issues, troubleshooting steps, and resolutions. Ensure timely follow-up and closure of pending tickets while maintaining records of recurring problems and solutions.

Customer Communication & Support:
Maintain professional communication with customers, dealers, installers, and other stakeholders via calls, messages, and other channels. Provide after-hours support as per the assigned schedule to ensure continuous assistance.

Technical Issue Investigation:
Reproduce reported product issues when possible and conduct initial technical investigations. Collect relevant data such as logs, screenshots, and videos to aid troubleshooting. Identify recurring issues and share findings with senior technical staff and the R&D team for further analysis.

Technical Documentation & Knowledge Base:
Document common technical problems and their solutions. Assist in creating technical guides, FAQs, and customer support materials. Contribute to the monthly Helpdesk Newsletter by highlighting product updates, frequent issues, and troubleshooting tips.

Coordination & Escalation:
Work closely with R&D, Sales, and other departments to resolve customer issues effectively. Maintain follow-ups on escalated tickets until resolution. Communicate product bugs, firmware issues, and recurring complaints to relevant teams for action.

Internal IT Support:
Provide IT support to head office employees, including assistance with hardware, software, operating systems, email, printers, and other IT-related concerns. Install, configure, and maintain IT equipment and troubleshoot technical problems.

Network & Branch Support:
Monitor and resolve network issues across the head office, branches, and showrooms. Assist in maintaining routers, switches, access points, and internet connectivity. Coordinate with service providers and vendors to address connectivity problems.

IT & CCTV Infrastructure Management:
Ensure proper operation and maintenance of IT and CCTV equipment at the head office. Monitor server racks, network cabinets, and associated infrastructure. Support routine inspections and troubleshooting activities.

IT Inventory & Equipment Management:
Maintain accurate records of IT inventory, including equipment, accessories, and spare parts. Track issuance, returns, and stock levels, reporting shortages or requirements to management.

R&D Testing Support:
Assist the R&D team with product testing, troubleshooting, and verification of technical issues. Support testing of new products, firmware updates, and features, documenting results and findings for review.

General Responsibilities:
Maintain technical documentation and adhere to departmental procedures. Coordinate with relevant teams to ensure timely resolution of issues. Perform additional IT support and technical duties as assigned by management.

Required Qualifications
- Proven experience in technical support, preferably with CCTV or related security products.
- Strong knowledge of IT hardware, software, networking, and troubleshooting.
- Proficiency in helpdesk ticketing systems and technical documentation.
- Excellent communication skills for interacting with customers and internal teams.
- Ability to work flexible hours, including after-hours support when required.

Preferred Qualifications and Benefits
- Experience supporting R&D product testing and firmware updates.
- Familiarity with network infrastructure maintenance and vendor coordination.
- Opportunity to work closely with cross-functional teams in a dynamic environment.
- Competitive salary range from Rs50,000 to Rs550,000 per month.
- Full-time, in-person role offering hands-on experience with advanced IT and security systems.

This position reports to the R&D Team Lead / Helpdesk Manager and is based at the company’s head office. If you are a proactive problem solver with a passion for technology and customer service, we encourage you to apply.