IT Support Engineer

Job Description: IT Support Engineer

Department: Information Technology (IT)

Industry: Call Centre / Business Process Outsourcing (BPO)

Location: Noida Sector 6

Experience: 2–5 Years

CTC: Up to 32K

Employment Type: Full-Time

Reporting To: IT Manager / IT Head

Job Summary

We are looking for a proactive and technically competent IT Support Engineer to manage and maintain the organization's IT infrastructure, telecom connectivity, network devices, servers, and dialler applications to ensure smooth and uninterrupted call centre operations.

The candidate will be responsible for monitoring and troubleshooting PRI/SIP trunks and Internet Leased Lines (ILL), coordinating with telecom and internet service providers, maintaining desktop systems and network infrastructure, supporting Domain Controllers (DC), Additional Domain Controllers (ADC), firewalls, network switches, and dialler applications, and ensuring timely resolution of IT-related issues.

The role requires strong troubleshooting skills, effective stakeholder coordination, and the ability to respond promptly to technical incidents in a fast-paced BPO environment.

Key Responsibilities

1. Telecom and Connectivity Management

• Monitor and manage PRI lines, SIP trunks, and Internet Leased Lines (ILL) to ensure uninterrupted voice and data connectivity.
• Coordinate with telecom operators, SIP service providers, and ISPs for service requests, fault resolution, circuit activation, and maintenance activities.
• Troubleshoot call connectivity issues, voice quality problems, call drops, and PRI/SIP trunk failures in coordination with service providers.
• Track telecom outages, downtime, service tickets, and escalation timelines.
• Maintain records of telecom circuits, service IDs, escalation matrices, and vendor contact details.
• Follow up with service providers to ensure timely resolution of connectivity issues affecting business operations.

2. Desktop and End-User Support

• Install, configure, maintain, and troubleshoot desktops, laptops, printers, headsets, and other IT peripherals.
• Provide technical support for operating systems, business applications, email, LAN connectivity, and user access issues.
• Ensure systems used by agents, team leaders, quality analysts, and operations staff are functioning efficiently.
• Troubleshoot hardware, software, login, and performance-related issues.
• Maintain IT asset inventories and support system allocation, configuration, and replacement.

3. Network and Infrastructure Management

• Monitor and troubleshoot LAN, WAN, Wi-Fi, network switches, routers, and other network devices.
• Identify and resolve network connectivity, IP addressing, DNS, DHCP, and network performance issues.
• Support the configuration, monitoring, and maintenance of firewalls, VLANs, routing, and access control policies in coordination with authorized administrators.
• Monitor network availability and escalate critical infrastructure issues promptly.
• Maintain network documentation, IP address records, device inventories, and infrastructure diagrams.

4. Server and Active Directory Management

• Provide operational support for Windows/Linux servers, as applicable.
• Manage routine user administration and access permissions in Active Directory, including account creation, password resets, and account lockout resolution.
• Support Domain Controllers (DC) and Additional Domain Controllers (ADC), including authentication and domain connectivity troubleshooting.
• Monitor server availability, resource utilization, storage, and system alerts.
• Assist with server patching, backups, recovery procedures, and preventive maintenance.
• Coordinate with senior IT personnel or infrastructure vendors for critical server and domain-related issues.

5. Firewall and Network Security

• Monitor firewall health, connectivity, and security alerts.
• Assist with troubleshooting VPN, access restrictions, and firewall-related connectivity issues.
• Coordinate authorized firewall rule changes and access requests with the responsible administrator.
• Follow IT security policies, access control procedures, and endpoint protection requirements.
• Support periodic reviews of system access and ensure security incidents are escalated appropriately.

6. Dialler Application Support

• Provide first-level support for the call centre dialler application and associated telephony infrastructure.
• Troubleshoot dialler login issues, agent registration, call connectivity, campaign connectivity, and related technical problems.
• Coordinate with dialler application vendors and telecom providers for issue resolution.
• Monitor dialler availability and report issues affecting agent productivity and outbound or inbound calling operations.
• Support the operations team in resolving technical issues related to agent logins, voice connectivity, and dialler performance.
• Escalate application bugs, database issues, and advanced configuration requirements to the relevant technical team or vendor.

7. Incident Management and Stakeholder Coordination

• Coordinate with Operations, HR, Administration, Quality, Training, Compliance, and other internal departments to resolve IT-related issues.
• Act as the primary IT coordination point for day-to-day technical issues affecting call centre operations.
• Liaise with telecom operators, ISPs, hardware vendors, software providers, and third-party support teams.
• Log, track, prioritize, and close IT support tickets within defined service-level agreements (SLAs).
• Communicate outages, incident updates, estimated restoration timelines, and resolutions to relevant stakeholders.
• Escalate critical incidents promptly to the IT Manager or relevant service provider.

8. Preventive Maintenance and Documentation

• Conduct routine preventive maintenance of desktops, servers, network devices, and other IT equipment.
• Maintain IT asset registers, infrastructure inventories, vendor details, support contracts, and technical documentation.
• Maintain incident logs, downtime reports, root-cause analysis records, and recurring issue reports.
• Support backup verification, disaster recovery readiness, and business continuity procedures.
• Identify recurring technical issues and recommend corrective and preventive measures.

Required Technical Skills

• Knowledge of PRI, SIP trunks, VoIP, and Internet Leased Lines (ILL).
• Hands-on experience in desktop and end-user troubleshooting.
• Good understanding of LAN, WAN, TCP/IP, DNS, DHCP, VLANs, routers, and network switches.
• Working knowledge of Windows Server, Active Directory, Domain Controllers (DC), and Additional Domain Controllers (ADC).
• Familiarity with firewalls, VPNs, network security, and access control.
• Experience supporting call centre dialler applications and telephony systems.
• Knowledge of IT ticketing, incident management, backup procedures, and IT asset management.
• Ability to coordinate effectively with telecom operators, ISPs, vendors, and internal stakeholders.

Educational Qualifications and Experience

• Diploma or Bachelor's degree in Information Technology, Computer Science, Computer Applications, or a related field.
• 2–5 years of relevant experience in IT support, network support, or IT infrastructure management.
• Experience in a call centre or BPO environment will be an added advantage.
• Relevant certifications in networking, Microsoft technologies, or IT support are desirable.

Key Competencies

• Strong troubleshooting and analytical skills.
• Excellent communication and stakeholder coordination.
• Ability to prioritize issues based on business impact.
• Quick response to critical incidents and operational disruptions.
• Good documentation and reporting skills.
• Willingness to support shift-based operations, weekends, or on-call requirements as per business needs.
• Ability to work independently and collaborate effectively with cross-functional teams.

Key Performance Indicators (KPIs)

• IT incident response and resolution time.
• Availability of telecom connectivity, network infrastructure, and dialler applications.
• Number of recurring incidents and effectiveness of preventive measures.
• Compliance with incident resolution SLAs.
• Timely coordination and escalation with telecom operators and vendors.
• End-user satisfaction and support ticket closure rate.
• Accuracy of IT asset registers and infrastructure documentation.
• Effectiveness of preventive maintenance and incident reporting.