IT Administrator

1 week ago

Patia Bhubaneswar Orissa, India Kalinga IT Enabled Services Full time ₹ 3,00,000 - ₹ 3,60,000 per year

Key ResponsibilitiesInfrastructure & Systems Management

  • Provision and maintain desktops/laptops, headsets, and peripherals for chat agents.
  • Setup and configure chat support applications, CRM, ticketing tools, and productivity suites.
  • Ensure stable internet connectivity with redundancy (primary + backup ISP).
  • Manage LAN, Wi-Fi, firewalls, and switches for secure and uninterrupted operations.
  • Oversee server (on-prem/cloud) setup for chat application hosting, if required.

User & Access Management

  • Create and manage user IDs, logins, email accounts, and chat tool access.
  • Apply role-based access control (RBAC) to ensure agents have minimum access needed.
  • 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.
  • Troubleshoot login issues, application crashes, network downtime, or hardware failures.
  • 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.
  • Create and test disaster recovery plans for chat application continuity.
  • 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, ₹30,000.00 per month

Benefits:

  • Paid sick time
  • Provident Fund

Work Location: In person

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