IT Support Engineer

Job Description For IT Engineer (contract)

About the Role:

The IT Department is responsible for supporting and maintaining the companys IT systems and for providing efficient support to all business users. The department is also responsible for resolving any IT-related faults quickly and efficiently. This role demands proficiency in handling IT inventory, providing technical support to the users on Windows and Mac OS.

About Us:

Exotel is the emerging markets leading full-stack customer engagement platform and business-focused virtual telecom operator. Incorporated in 2011, Exotels cloud-based productsuite powers 50 million daily engagements across voice, video and messaging channels. Exotelpowers unified customer engagement to over 6000 companies in 60+ countries, including India, SE Asia, the Middle East, and Africa.

Today, some of the fastest-growing companies in the emerging markets (Ola, Swiggy, Flipkart,GoJek, Byju's, Urban Company, HDFC Bank, Zomato, Oyo, etc.) manage their customer engagement with Exotel's suite of a communication API, Ameyo's omnichannel contact centre (merger), and Cogno AI's conversational AI platform (acquisition) over the cloud. We are a $100 million Series D funded company with $60 million in ARR.

Responsibilities:

• Should be able to manage escalations.
• Diagnose and troubleshoot technical issues.
• Undertake small to medium-sized IT projects as instructed by reporting manager.
• Support and maintain MS Server/Desktops.
• Setting up and configuring new laptops.
• Install authorized software to laptops.
• Ensuring security and upgrades are applied and kept up to date on the laptops.
• Antivirus installation to all desktops and laptops.
• Ensure all logs for equipment and users are maintained.
• Creating purchase requisitions for IT hardware/software.
• Ensuring all software purchased licensing is recorded and maintained.
• Setting up new users and disabling expired accounts in accordance with HR requirements.
• Maintaining (Allocation / Deallocation) IT inventory and records.
• Should be fluent in troubleshooting Windows and Mac OS.
• Exposure towards WIFI networks including Cisco Meraki.
• Exposure towards Video Conferencing Solutions / Collaboration devices.
• Ensure that a high level of customer service and support is provided to all internal and external customers.
• Ensure high customer satisfaction rate.
• Should have good communication skills.

Admin Duties / Areas of Responsibility

• The position will involve the following areas of responsibility:
• Organize meetings and training sessions for HR and Sales.
• Coordination with the admin team of the building for day-to-day activities.
• Manage access cards issued by the admin team of the building.
• Assist and support to colleagues in Admin & HR-related matters.
• Manage inward & outward couriers.
• Manage stock inventory of gifts and office stationeries.
• Onboarding & offboarding in the system.

Required Skills:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Cisco Certified Network Associate (CCNA) or higher certification is required.
• Proven experience in managing Cisco switches and WiFi infrastructure.
• Strong knowledge of video conferencing solutions (Zoom, Microsoft Teams).
• Experience in handling compliance requirements and audits.
• Hands-on experience in deploying and managing security tools.
• Familiarity with Single Sign-On (SSO) technologies (Okta, Azure AD).
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Ability to work effectively in a fast-paced, dynamic environment.

Good-to-Haves:

• Linux certification (e.g., Red Hat Certified Engineer, LPIC) is required.
• Certification in Windows Server Hybrid Administrator Associate or higher is preferred.