IT Administrator

Overview

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: ₹25,000.00 - ₹30,000.00 per month

Benefits:

• Paid sick time
• Provident Fund

Work Location: In person