Job Description

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