91 IT Professionals jobs in West Bengal

s discussed, please find below the JD for the Telephony support executive. (Simran's replacement)The person will be responsible for ensuring seamless calling operations, resolving telephony issues, and coordinating with vendors and users.Key ResponsibilitiesTelephony ManagementAdminister and manage telephony systems (Vo IP / Cloud Telephony platforms such as Acefone/Ozonetel).Set up new accounts, phone numbers, extensions, and user permissions for team members.Monitor call logs, dropped calls, and system performance to ensure optimal functioning.Troubleshooting & SupportAct as the first point of contact for all telephony-related issues faced by users.Diagnose and resolve call quality issues (echo, lag, drops, login errors, headset/softphone problems).Provide remote technical support and clear step-by-step troubleshooting guidance to users.Integration & ToolsSupport telephony integrations with CRM tools Ensure accurate call logging, click-to-call functionality, and lead tracking through integrated systems.Coordination & ReportingLiaise with telephony vendors and IT/network teams for issue escalation and service outages.Maintain documentation, SOPs, and quick reference guides for users.Generate reports on call performance, usage patterns, and system health for management review.Required Skills & QualificationsStrong working knowledge of Vo IP / Telephony systems (SIP, DID, IVR, call routing).Basic network troubleshooting skills (bandwidth, latency).Experience in CRM–telephony integrations.Prior experience in IT Helpdesk / Telephony Administrator / Vo IP Support roles preferred.Strong problem-solving and analytical skills.Excellent communication skills to explain technical issues in simple terms.Ability to work independently and manage multiple support requests simultaneously.

• Provide technical assistance and support for incoming queries and issues related to software products.
• Respond to customer queries in a timely manner across various communication channels (phone, email, chat).
• Walk customers through problem-solving processes.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Identify and escalate issues to the appropriate internal teams.
• Produce technical documentation and FAQs.
• Manage and maintain IT support tickets.
• Provide feedback on common customer issues to the product development team.
• Ensure efficient and effective resolution of customer technical issues.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 2 years of experience in technical support or a similar customer-facing IT role.
• Strong knowledge of operating systems (Windows, macOS, Linux) and common software applications.
• Excellent troubleshooting and problem-solving skills.
• Superior communication and interpersonal skills, with the ability to explain technical issues clearly.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow).
• Ability to work independently and manage time effectively in a remote setting.
• Customer-focused mindset with a commitment to providing excellent service.

Required Skills & Experience

- 7+ years of experience providing L2 Incident Support

- Experience supporting apps with the following tech stack: Spring boot, Microservices, Java

- Experience supporting SQL databases

- Experience in L2 IT support, including hardware/software troubleshooting, check logs, system monitoring, patch deployment, etc

- Experience with ITIL framework and ITSM processes (incident, change, problem management)

- Experience with Service Now

- Strong ability to communicate and collaborate with end users, regional and global IT teams, manage vendor relations, and document support activities effectively

Job Description

Insight Global is looking for a L2 Ops Support Engineer to join a client remotely in India. As a Level 2 Engineer, you act as a vital link between frontline support (L1) and advanced technical teams (L3), ensuring the reliability and performance of systems built on Spring Boot, Java, Microservices, and SQL. Your day involves monitoring system health, conducting routine checks, and proactively addressing issues. You investigate and resolve complex incidents escalated from L1, perform root cause analysis, and ensure resolution within SLA guidelines. You also identify recurring problems and collaborate with development teams to implement lasting fixes and solutions for optimization. Supporting change management, you assist in testing and deploying patches, validating functionality, and managing rollbacks when needed. Documentation and reporting are key—you maintain SOPs, update knowledge bases, and track system performance trends. You work closely with business users and technical teams, aligning on priorities and ensuring compliance with ITIL processes and audit requirements. Strong communication and a proactive mindset are essential as you navigate challenges and drive continuous improvement across the stack.

Compensation

$11-$15 USD per hour for the duration of the 12 month contract.

Required Skills & Experience

- 7+ years of experience providing L2 Incident Support

- Experience supporting apps with the following tech stack: Spring boot, Microservices, Java

- Experience supporting SQL databases

- Experience in L2 IT support, including hardware/software troubleshooting, check logs, system monitoring, patch deployment, etc

- Experience with ITIL framework and ITSM processes (incident, change, problem management)

- Experience with Service Now

- Strong ability to communicate and collaborate with end users, regional and global IT teams, manage vendor relations, and document support activities effectively

Job Description

Insight Global is looking for a L2 Ops Support Engineer to join a client remotely in India. As a Level 2 Engineer, you act as a vital link between frontline support (L1) and advanced technical teams (L3), ensuring the reliability and performance of systems built on Spring Boot, Java, Microservices, and SQL. Your day involves monitoring system health, conducting routine checks, and proactively addressing issues. You investigate and resolve complex incidents escalated from L1, perform root cause analysis, and ensure resolution within SLA guidelines. You also identify recurring problems and collaborate with development teams to implement lasting fixes and solutions for optimization. Supporting change management, you assist in testing and deploying patches, validating functionality, and managing rollbacks when needed. Documentation and reporting are key—you maintain SOPs, update knowledge bases, and track system performance trends. You work closely with business users and technical teams, aligning on priorities and ensuring compliance with ITIL processes and audit requirements. Strong communication and a proactive mindset are essential as you navigate challenges and drive continuous improvement across the stack.

Compensation

$11-$15 USD per hour for the duration of the 12 month contract.

Job Summary:

The Technical Support Engineer will be responsible for delivering remote conference room and audio-visual support for our client. This role involves managing and maintaining video conferencing, audio/visual, and webcasting technologies, ensuring seamless operations for global meetings, events, and webcasts, and providing exceptional support to users and executives.

Key Responsibilities

Administrative Services:

• Assist in scheduling, modifying, and cancelling white glove conferences and webcasts.
• Manage the associated service Outlook mailbox.
• Create and analyze performance and usage metrics.
• Open, update, and resolve service tickets related to AV and webcasting technologies.
• Monitor and update support queues for current and upcoming AV technologies and webcast incidents.
• Escalate complex issues to third-level support or manufacturer/vendor support teams.
• Participate in meetings regarding current and future AV and webcasting systems.
• Maintain and update training and troubleshooting documentation.

Video Call and Webcast Support:

• Ensure video endpoints are online and operational.
• Manage incident response during active calls and webcasts.
• Prepare and support webcast events, including creating event webpages and conducting dry runs.
• Monitor live webcast events and troubleshoot issues as needed.
• Report viewer metrics during and after events.
• Trim, encode, and distribute recorded on-demand copies of webcast sessions.
• Coordinate technology scheduling to ensure successful meetings.
• Webcast Video on Demand Services:
• Create and manage streaming VOD directories for Ford users.
• Manage user groups and multimedia storage on Ford’s network.
• Troubleshoot issues related to uploaded VOD content.
• Assist users with training on new and existing video technologies.
• Provide streaming metrics and analytics for hosted videos.

Commissioning Services:

• Configure Cisco Video Conferencing Codecs and streaming encoders (e.g., VBrick Rev).
• Test endpoints and network devices.
• Review, verify, and backup configuration files to facilitate disaster recovery.
• Support the commissioning and decommissioning of conference rooms and AV devices.
• Conduct room testing, certification, and troubleshooting.

Application Support:

• Provide Level 1 and Level 2 support for applications including MS Teams, Miro, Vbrick, and other agreed-upon platforms.
• Collaborate with Product Engineers to resolve application issues.
• Escalate critical issues to Level 3 engineering.
• Assist users with application usage and remote training.
• Manage support tickets within Ford’s ticketing system.
• Administer access requests and maintain support documentation.

Qualifications:

• Proven experience in AV support, video conferencing, and webcast management.
• Familiarity with Cisco Video Codecs, VBrick Rev, and related AV/IT infrastructure.
• Strong troubleshooting and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent communication skills, both written and verbal.
• Experience with ticketing systems and documentation management.

Preferred Skills:

• Knowledge of webcast and streaming platforms.
• Experience with AV commissioning and room setup.
• Ability to train end-users on AV technologies.