It Support Specialist

5 days ago

Delhi NCR, India People Positive Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

IT Support Specialist (US Retail Client)

Shift: US Hours-Flexible shift

About the Role:

We are looking for a proactive IT Support Specialist to ensure smooth functioning and security of the chat support operations for our US retail client. You will handle all technical aspects hardware, software, networks, and IT compliance for our India-based BPO center.

Key Responsibilities

  • Troubleshoot, resolve, and document IT issues for the chat support team (systems, networks, chat apps, hardware/software).
  • Configure and maintain chat platforms, CRM tools, desktops, servers, and network devices.
  • Manage user accounts, permissions, onboarding/offboarding for chat agents; ensure adherence to client security standards.
  • Monitor network performance (DNS, DHCP, firewall, LAN/WAN) and maintain uninterrupted connectivity.
  • Implement IT policies, perform system updates, and maintain cybersecurity standards.
  • Liaise with vendors for hardware/software procurement and maintenance; escalate complex issues as needed.
  • Maintain technical documentation, service logs, and provide updates to management and client IT teams.
  • Support disaster recovery, data backup, and business continuity planning.
  • Assist with installation and configuration of new IT hardware, software, and network components.

Required Skills & Qualifications

  • Bachelors degree in IT, Computer Science, or related field (preferred).
  • 45 years of IT support experience, preferably in BPO or customer support operations.
  • Strong knowledge of networking, systems (Windows, Office 365), and chat/CRM platforms.
  • Excellent problem-solving, troubleshooting, and communication skills.
  • Familiarity with data privacy, security compliance, and international client standards.
  • Experience with incident management tools, ticketing systems, and CRM integration.
  • Flexible to work US client shifts and perform maintenance outside business hours.
  • Ability to work effectively in fast-paced, high-volume environments while meeting SLAs.

Preferred Experience

  • Supporting large chat or call center operations for international clients.
  • Experience with Active Directory, Azure, Office 365, and BPO chat tools (e.g., Zendesk).
  • Knowledge of US retail client IT standards or global BPO practices.

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