POSITION DESCRIPTION

The IT Support Engineer will be responsible for providing technical support for the contact center environment, ensuring high availability of dialer systems, VoIP infrastructure, and end-user systems. The role requires quick troubleshooting and resolution of issues impacting calling operations, agent productivity, and system uptime.

KEY RESPONSIBILITIES

● Provide L1 support for contact center operations (Dialers, VoIP, CRM access)

● Troubleshoot call connectivity issues, voice quality, and login problems

● Support and maintain SIP/PRI lines and VoIP infrastructure

● Monitor system performance to ensure maximum uptime during operational hours

● Install, configure, and maintain desktops, headsets, and softphone applications

● Coordinate with telecom vendors and service providers for issue resolution

● Assist agents and team leaders with real-time issue resolution during shifts

● Escalate critical issues promptly and follow through to closure

REQUIRED SKILLS AND QUALIFICATIONS

● Strong troubleshooting skills in hardware, software, and networking





● Hands-on experience with Windows OS and basic system configurations ● Basic understanding of networking (IP, DNS, LAN/WAN, routers, switches)

● Good understanding of VoIP, SIP, and call flow concepts

● Ability to handle high-pressure situations in a live operations setting

● Strong communication and user support skills

● Minimum 1-2 year experience in IT Support / Helpdesk / Contact Center IT

PREFERRED / ADVANTAGE SKILLS

● Experience with dialer platforms.

● Knowledge of call routing, CLI/DID issues, and telecom troubleshooting

● Familiarity with CRM tools used in contact centers

● Exposure to monitoring tools and basic server checks

PREFERRED QUALIFICATIONS

● IT certifications such as CompTIA A+, Network+ (N+), or equivalent will be an added advantage.

● Diploma or Bachelor’s degree in IT, Computer Science, or a related field (preferred).

Job Type: Full-time

Pay: ₹20,000.00

📌 IT Support Engineer (Bellandur)
🏢 Karma Group Global
📍 Bellandur