POSITION DESCRIPTION
The IT Support Engineer will be responsible for providing technical support for the contact center environment, ensuring high availability of dialer systems, VoIP infrastructure, and end-user systems. The role requires quick troubleshooting and resolution of issues impacting calling operations, agent productivity, and system uptime.
KEY RESPONSIBILITIES
● Provide L1 support for contact center operations (Dialers, VoIP, CRM access)
● Troubleshoot call connectivity issues, voice quality, and login problems
● Support and maintain SIP/PRI lines and VoIP infrastructure
● Monitor system performance to ensure maximum uptime during operational hours
● Install, configure, and maintain desktops, headsets, and softphone applications
● Coordinate with telecom vendors and service providers for issue resolution
● Assist agents and team leaders with real-time issue resolution during shifts
● Escalate critical issues promptly and follow through to closure
REQUIRED SKILLS AND QUALIFICATIONS
● Strong troubleshooting skills in hardware, software, and networking
● Hands-on experience with Windows OS and basic system configurations ● Basic understanding of networking (IP, DNS, LAN/WAN, routers, switches)
● Good understanding of VoIP, SIP, and call flow concepts
● Ability to handle high-pressure situations in a live operations environment
● Strong communication and user support skills
● Minimum 1-2 year experience in IT Support / Helpdesk / Contact Center IT
PREFERRED / ADVANTAGE SKILLS
● Experience with dialer platforms.
● Knowledge of call routing, CLI/DID issues, and telecom troubleshooting
● Familiarity with CRM tools used in contact centers
● Exposure to monitoring tools and basic server checks
PREFERRED QUALIFICATIONS
● IT certifications such as CompTIA A+, Network+ (N+), or equivalent will be an added advantage.
● Diploma or Bachelor’s degree in IT, Computer Science, or a related field (preferred).
Job Type: Full-time
Pay: ₹20,000.00 - ₹50,000.00 per month
Benefits:
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
