IT Administrator

**Key ResponsibilitiesInfrastructure & Systems Management**
- Provision and maintain **desktops/laptops, headsets, and peripherals** for chat agents.
- Ensure stable **internet connectivity with redundancy (primary + backup ISP)**.
- Manage **LAN, Wi-Fi, firewalls, and switches** for secure and uninterrupted operations.

**User & Access Management**
- Handle **password resets, account lockouts, and permission escalations**.

**Security & Compliance**
- Ensure **endpoint protection (antivirus, DLP, patch management)** across devices.
- Enforce **client-specific data security guidelines** (no external storage, restricted websites, logging activity).
- Monitor **chat logs, data storage, and access controls** as per compliance.
- Conduct **periodic IT audits, vulnerability scans, and compliance checks (ISO, GDPR, HIPAA if applicable)**.

**Support & Troubleshooting**
- Provide **L1/L2 IT support** for chat agents during live operations.
- Escalate to **L3 / external vendors** for complex issues.
- Document recurring IT issues and propose process or infrastructure improvements.

**Monitoring & Reporting**
- Track **uptime and downtime incidents**, ensuring adherence to SLA.
- Maintain logs for **system updates, backups, and incident resolutions**.
- Provide **daily/weekly IT status reports** to Operations and Clients (if required).

**Business Continuity & DR (Disaster Recovery)**
- Maintain **backup systems, redundant servers, and secondary ISPs**.
- Support **shift transitions** ensuring IT readiness across 24x7 operations.

**Key Skills & Competencies**
- Strong knowledge of **Windows/Mac OS, Active Directory, MS Office 365/Google Workspace**.
- Experience in **chat platforms (Zendesk, Freshchat, Intercom, Salesforce Chat, etc.)**.
- Knowledge of **networking (LAN/WAN, VPN, Firewalls, Load balancers)**.
- Familiarity with **cloud platforms (AWS, Azure, GCP)** for chat process hosting.
- Understanding of **BPO compliance standards** (ISO 27001, SOC2, GDPR).
- Ability to handle **pressure in live chat operations** with quick turnaround.
- Strong documentation, reporting, and communication skills.

**Job Types**: Full-time, Permanent

Pay: ₹25,000.00 - ₹30,000.00 per month

**Benefits**:

- Paid sick time
- Provident Fund

Work Location: In person