124 IT Support Specialists jobs in Bhubaneswar

• Lead and mentor a remote team of technical support specialists, ensuring high performance and adherence to service standards.
• Oversee the resolution of complex technical issues reported by customers, providing timely and accurate solutions.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Monitor support queues and ticket escalations, ensuring prompt and effective resolution of critical issues.
• Analyze support data to identify trends, root causes of issues, and areas for process improvement.
• Collaborate with engineering, product development, and quality assurance teams to provide feedback and advocate for product enhancements.
• Develop and implement training programs for the support team to enhance technical skills and customer service capabilities.
• Ensure adherence to established SLAs and key performance indicators (KPIs).
• Manage the deployment and utilization of support tools and technologies.
• Foster a customer-centric approach within the support team, driving exceptional user experiences.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5-7 years of experience in technical support, with at least 2 years in a team lead or supervisory role.
• Proven experience in managing remote support teams and operations.
• Strong technical aptitude with in-depth knowledge of operating systems, networking, and common software applications.
• Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools.
• Excellent troubleshooting, problem-solving, and analytical skills.
• Exceptional communication, interpersonal, and customer service skills.
• Ability to effectively manage and resolve escalations.
• Experience in developing and maintaining technical documentation and knowledge bases.
• Strong organizational skills and the ability to manage multiple priorities in a remote environment.

Roles & Responsibilities:

Relevant Experience Looking for 2-5 Yrs

Education: B.E/B.Tech/B.Sc (Computers/Electronics) / BCA / BBA

Mandatory Skills: Technical support Engineer-L1/US Voice process/Troubleshooting-Hardware & Networking,

1: Actively participates in support of incoming calls • Continuously demonstrates a truly empathetic concern for customer issues

2: Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers. • Quickly identifies escalations and creates expectation alignment with customers

3:Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps. • Primary stakeholder to ensure our customers receive prompt support.

4:Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise. • Facilitate field support services to repair products within scope of service.

5:Consistently engage with peers, managers, and organizational leaders to provide collaborative solutions.

Must Have skills:

1 Proficient in US Accent and English Language, both Verbal and written. • Honest, dependable, and full of integrity • Possess a genuine desire to help others

2 A track record of self-improvement and growth mindset • Ability to seamlessly adapt to changes quickly

3 A demonstrated logical approach to troubleshooting • Consistently maintain a superior level of professionalism

4 Ability to work with internal and external stakeholders to achieve exceed expectations and goals • Experience or education from an electronics or information technology background • Understanding and usage of various support tools such as telephony, ticketing platforms, and knowledge bases

Minimum Qualification

Must have completed B.Sc (Computers/Electronics) / BCA / BBA or equivalent • work experience in the similar set-up like fueling industry, IT support, retail customer support center with trouble shooting experience is a must • Experience with direct customer engagement in a fast-paced customer focused environment • Ability to work in the 24X7 rotational shift environment and majorly in the US time zone • Ability to work independently with minimal support in Hybrid model. • Ability to multi task and has a good typing speed at least 50 words per min • Should be 100% conversant to listen, understand and respond in US ascent • Document everything and do it with tremendous detail • Be a voracious learner and demonstrate growth.

• Provide advanced technical support for complex product-related issues via phone, email, and chat.
• Diagnose and resolve hardware, software, and network problems for customers.
• Manage and prioritize a queue of escalated support tickets, ensuring timely resolution.
• Document troubleshooting steps, solutions, and workarounds in the knowledge base.
• Collaborate with engineering and product teams to identify and resolve bugs and product issues.
• Provide feedback to product management based on customer interactions and support trends.
• Train and mentor junior technical support staff.
• Contribute to the development of support procedures and best practices.
• Ensure a high level of customer satisfaction through professional and efficient service.
• Maintain accurate records of customer interactions and issue resolution.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in technical support or a similar customer-facing role.
• Proven expertise in troubleshooting complex software and hardware issues.
• Strong understanding of operating systems (Windows, macOS, Linux) and networking protocols.
• Experience with CRM software (e.g., Salesforce, Zendesk) and remote support tools.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to explain technical concepts to non-technical users.
• Demonstrated ability to work independently and as part of a team.

• Provide comprehensive technical support and troubleshooting for aviation systems, including avionics, mechanical, and electrical components.
• Respond to technical inquiries from customers (airlines, MROs, OEMs) via phone, email, and ticketing systems.
• Diagnose and resolve complex technical issues, ensuring minimal downtime for aircraft operations.
• Interpret technical manuals, schematics, and maintenance procedures to provide accurate guidance.
• Develop and maintain technical documentation, including service bulletins, repair instructions, and troubleshooting guides.
• Collaborate with engineering and product development teams to address recurring issues and improve product design.
• Conduct root cause analysis for reported problems and implement corrective actions.
• Provide training and support to customer maintenance personnel.
• Stay current with industry regulations, standards, and best practices in aviation maintenance and support.
• Participate in product testing and validation activities.
• Manage technical support escalations and ensure timely resolution.
• Document all support activities, customer interactions, and resolutions in the CRM system.
• Contribute to the development of knowledge base articles and FAQs.
• Maintain a high level of customer satisfaction through prompt and effective support.
• Travel to customer sites occasionally for on-site support or issue resolution if required.

• Bachelor's degree in Aeronautical, Mechanical, Electrical Engineering, or a related field.
• Minimum of 3-5 years of experience in aviation technical support or maintenance.
• In-depth knowledge of aircraft systems, avionics, and powerplants.
• Familiarity with aviation regulations (e.g., DGCA, FAA, EASA).
• Strong understanding of aircraft maintenance practices and troubleshooting methodologies.
• Excellent analytical and problem-solving skills.
• Proficiency in reading and interpreting complex technical documentation.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Experience with CRM software and technical support tools.
• Ability to work under pressure and manage multiple priorities.
• Proficiency in English; knowledge of other languages is a plus.
• Must be based in or willing to relocate to Bhubaneswar, Odisha, IN .

• Provide advanced technical support to end-users via phone, email, and chat.
• Diagnose and resolve complex hardware, software, and network issues.
• Manage and prioritize incoming support requests using a ticketing system.
• Perform remote troubleshooting and support using diagnostic tools.
• Escalate unresolved issues to appropriate technical teams or vendors.
• Document solutions and create technical articles for the knowledge base.
• Train and mentor junior support technicians.
• Identify trends in support requests and provide feedback for product improvement.
• Assist with the setup and configuration of user hardware and software.
• Ensure timely and effective resolution of all support issues.
• Contribute to the development of support processes and best practices.
• Maintain a high level of customer satisfaction through excellent service.

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Minimum of 5 years of experience in technical support or helpdesk roles.
• Proficiency in troubleshooting operating systems (Windows, macOS, Linux).
• Experience with network protocols (TCP/IP, DNS, DHCP) and hardware.
• Familiarity with cloud platforms (AWS, Azure, Google Cloud) is a plus.
• Excellent communication, interpersonal, and customer service skills.
• Ability to explain technical concepts clearly to non-technical users.
• Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
• Strong analytical and problem-solving capabilities.

• Lead, mentor, and manage a team of remote technical support specialists.
• Oversee the daily operations of the technical support department, ensuring timely and effective resolution of customer issues.
• Develop and implement support strategies and best practices to enhance customer satisfaction and reduce resolution times.
• Monitor support ticket queues, prioritize tasks, and ensure service level agreements (SLAs) are met.
• Troubleshoot and resolve complex technical issues escalated by the support team.
• Train new support staff and conduct ongoing training sessions to improve technical skills and product knowledge.
• Create and maintain comprehensive support documentation, FAQs, and knowledge base articles.
• Analyze support data to identify trends, recurring issues, and areas for product or process improvement.
• Collaborate with engineering and product teams to provide feedback on product bugs and feature requests.
• Ensure a high level of customer satisfaction through effective communication and problem-solving.
• Manage on-call rotations and ensure adequate coverage for critical issues.
• Report on key support metrics and team performance to management.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in technical support or IT helpdesk roles, with at least 2 years in a team lead or supervisory capacity.
• Proven experience managing a remote support team.
• Strong knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Experience with helpdesk ticketing systems (e.g., Zendesk, Jira Service Management) and remote support tools.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Exceptional communication, interpersonal, and customer service skills.
• Ability to motivate and inspire a remote team to achieve performance goals.
• Proficiency in creating technical documentation and knowledge base content.
• Must be eligible to work remotely within India.

• Provide advanced technical support for software, hardware, and network issues via phone, email, and chat.
• Troubleshoot and resolve complex customer issues, escalating when necessary.
• Diagnose and identify root causes of technical problems.
• Document all customer interactions, issues, and resolutions in the ticketing system.
• Develop and maintain technical documentation, knowledge base articles, and FAQs.
• Assist in training and mentoring junior technical support staff.
• Collaborate with engineering and product teams to report and resolve product bugs.
• Proactively identify trends and recurring issues, suggesting potential solutions.
• Ensure customer satisfaction through timely and effective issue resolution.
• Manage workload effectively and prioritize tasks in a remote setting.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 3-5 years of experience in technical support or a similar role.
• In-depth knowledge of operating systems (Windows, macOS, Linux), network protocols, and common software applications.
• Experience with remote support tools and CRM/ticketing systems (e.g., Zendesk, ServiceNow).
• Excellent troubleshooting and problem-solving skills.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly.
• Customer-focused attitude with a passion for helping others.
• Ability to work independently and manage time effectively in a remote environment.
• Experience with cloud computing platforms (AWS, Azure) is a plus.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are beneficial.

SR. TECHNICAL SUPPORT ENGINEER

Alvaria employs a team of passionate individuals who are changing the face of customer engagement. Over our 40-year history we have empowered employees by creating an inspired community that values Urgency, Accountability & Results. Our ability to think big has enabled us to continually evolve and lead the market, and to stay on the forefront with exciting technologies including cloud, mobile and artificial intelligence.

JOB DESCRIPTION

GENERAL SCOPE & SUMMARY

Operating within a remote working environment, provide remote technical and application problem resolution and escalation assistance related to Alvaria products. Diagnose, troubleshoot, repair and debug complex Application issues related to our software. Respond to situations where end users have failed to isolate or resolve problems in malfunctioning equipment or software.

PRIMARY ROLE & RESPONSIBILITIES

• Resolve technical issues of the Alvaria product suite for our Customers and Partners around the globe.
• Document and verify reported problems. Troubleshoot and resolve issues utilizing all available tools, resources, and documentation. Engage additional resources when necessary.
• Log/report issues on our CRM, provide effective and consistent communication to customers, peers and other teams
• Understand and set issue priority based upon urgency and business impact.
• Close issues by providing quick resolutions and document technical analysis and root cause wherever applicable

QUALIFICATIONS

SPECIALIZED KNOWLEDGE & SKILLS

• Mandatory hands-on experience in the following technologies:
• Networking
• CentOs Linux
• Windows OS

Mandatory hands-on experience in minimum of TWO to THREE from the below:

• Contact Center Technologies (including Automated Dialers & Telephony)
• Application Support
• Telephony experience / SIP
• XML scripting
• Object Oriented Programming

Secondary - Nice to have/Optional Skills to stand out:

• VXML
• CCML
• RDBMS
• Microsoft LUIS/CLU
• API ‘s
• SMS
• Demonstrated ability to learn complex software tools quickly.
• Strong customer service, problem solving, documentation and teamwork skills.
• Contributes to team effort by accomplishing related results as needed.
• Having good logical reasoning, analytical skills, thrive to learn and engage in additional responsibilities whenever needed
• Strong customer communication skills (verbal and written), including passing an English proficiency test
• Cloud technologies – AWS and/or Google knowledge will be an added advantage
• Basic Knowledge of Salesforce Service Cloud (Salesforce Communities a PLUS)

JOB REQUIREMENTS

• Ability to work in a technical and fast-paced environment
• Ability to achieve KPIs on a regular basis
• Flexibility to work hours outside of normal shift, to meet customer needs
• Flexibility to work during weekends.
• Technical Certifications and second or third language a plus but not mandatory

Alvaria is an equal opportunity/affirmative action employer with a strong commitment to diversity. In that spirit, we are particularly interested in receiving applications from a broad spectrum of people, including women, minorities, individuals with disabilities, veterans, or any other legally protected group.