318 IT Support jobs in Coimbatore

Company: EasyControl

Industry: Mobile Device Management (MDM) & Unified Device Management (UDM)

Location: Remote (India)

Employment Type: Full-time / Remote

EasyControl is a global provider of Mobile Device Management (MDM) and Unified Device Management (UDM) solutions, helping enterprises remotely manage, secure, and monitor Android, iOS, and IoT devices across industries such as retail, logistics, education, and manufacturing.

We are seeking a technically skilled and self-driven professional to join our global support and pre-sales team.

Candidates with prior MDM/EMM/UEM experience are strongly preferred.

You will collaborate with enterprise clients and internal teams to deliver high-quality technical support, product demonstrations, and deployment guidance for EasyControl's MDM/UDM solutions.

Pre-Sales Support

• Collaborate with sales and marketing teams to understand client needs and deliver tailored MDM/UDM solutions.
• Conduct online product demonstrations and presentations for enterprise customers.

Technical Support

• Provide remote technical assistance for product deployment, configuration, and troubleshooting.
• Collaborate with R&D teams to reproduce and resolve customer issues.
• Guide customers on product best practices and record feedback for continuous improvement.

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 2+ years of experience in technical support or pre-sales for SaaS or enterprise software.
• Hands-on experience with MDM / EMM / UEM platforms (Android Enterprise, iOS MDM, etc.).
• Strong understanding of device configuration, remote management tools, and basic networking.
• Strong English communication and presentation skills (verbal and written).
• Ability to work independently and remotely across time zones.

• Experience with Android system configuration or device enrollment (QR code, Zero-touch, EMM).
• Familiarity with APIs, JSON, or command-line tools (adb).

• Remote-first culture with flexible hours.
• Competitive salary based on experience.
• Opportunity to grow in a fast-expanding global tech company.
• Work with a global MDM/UDM platform trusted by enterprises worldwide.

• Providing timely and effective technical support to customers via phone, email, and chat.
• Diagnosing and troubleshooting software and hardware issues.
• Guiding users through product features and functionalities.
• Documenting all support interactions, issues, and resolutions in the ticketing system.
• Escalating unresolved issues to appropriate internal teams with detailed information.
• Contributing to the development and maintenance of a comprehensive knowledge base.
• Identifying recurring issues and providing feedback to product development teams.
• Ensuring high levels of customer satisfaction through excellent service.
• Adhering to support service level agreements (SLAs).
• Continuously expanding technical knowledge of the company's products and services.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 1-3 years of experience in technical support or a similar customer-facing role.
• Proficiency in troubleshooting common software and hardware problems.
• Familiarity with ticketing systems (e.g., Zendesk, ServiceNow).
• Excellent communication, interpersonal, and active listening skills.
• Ability to explain technical concepts clearly to non-technical users.
• Strong problem-solving and analytical abilities.
• Adaptability and willingness to learn new technologies.
• Experience with remote desktop tools is beneficial.
• Knowledge of (Specific software/industry, e.g., CRM software, network protocols) is a plus.

• Provide timely and effective technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot hardware, software, and network issues for end-users.
• Guide users through step-by-step solutions for technical problems.
• Escalate complex issues to higher-level support teams when necessary, providing detailed information for resolution.
• Document all customer interactions, troubleshooting steps, and resolutions accurately in the helpdesk system.
• Maintain a knowledge base of common issues and solutions, contributing to its expansion and accuracy.
• Educate users on basic technical best practices and product usage.
• Identify trends in customer issues and provide feedback to product development and engineering teams.
• Ensure customer satisfaction by providing professional, courteous, and efficient support.
• Adhere to service level agreements (SLAs) for response and resolution times.
• Assist with user account management, password resets, and software installations.
• Stay updated on company products, services, and new technologies.

• High school diploma or equivalent; Associate's or Bachelor's degree in IT, Computer Science, or a related field is a plus.
• Minimum of 2 years of experience in a technical support or helpdesk role.
• Proficiency in troubleshooting common operating system issues (Windows, macOS).
• Familiarity with hardware and software installation, configuration, and troubleshooting.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Patience, empathy, and a customer-centric attitude.
• Ability to work independently and manage time effectively in a remote environment.
• Experience with helpdesk software (e.g., Zendesk, ServiceNow) is desirable.

We're seeking a Technical Support Specialist who can provide fast, effective, and friendly support to our clients or internal teams. You will troubleshoot technical issues, guide users through solutions, and ensure a smooth, positive experience at every touchpoint.

Key Responsibilities

• Serve as the first point of contact for technical support requests via email, chat, or phone.
• Diagnose and troubleshoot software, hardware, and network issues.
• Provide step-by-step guidance to resolve technical problems efficiently.
• Document support requests, solutions, and best practices in the knowledge base.
• Collaborate with engineering and product teams to escalate and resolve complex issues.
• Identify recurring problems and suggest improvements to systems, processes, or products.
• Ensure timely follow-ups and maintain high standards of customer satisfaction.

What You Bring

• 2–5 years of experience in technical support, IT helpdesk, or a similar role.
• Strong troubleshooting skills across software, hardware, and networking.
• Excellent written and verbal communication skills.
• Ability to handle multiple issues simultaneously and prioritize effectively.
• Familiarity with support ticketing systems and remote support tools.
• A problem-solving mindset with patience and empathy for end-users.

From the merger of two leaders in the CX space, ASPECT Software and Noble Systems, comes ALVARIA. A new global force delivering leading edge Customer Experience and Workforce Engagement software as well as cloud services technology solutions for enterprise Contact Centers. We blend the agility of a start-up mentality with the stability of an established enterprise, challenging the market with renewed thinking and best-of-breed business solutions.

Our solutions simplify and improve the customer and agent experience. Our complete suite of Contact Center and Workforce Engagement & Optimization solutions helps companies keep agents engaged while providing exceptional customer service experiences. Our flexible, highly scalable applications for interaction management, IVR/self-service, chatbots/AI, workforce optimization and more, are available on-premises or in any hosted, private or public cloud environment.

Make a Difference

Our people define who we are. The curious, driven, creative, fun individuals who are drawn to ALVARIA bring skills sets and cultural differences from around the world. They love innovation, challenges and empowering our customers to engage seamlessly and efficiently — every member of our team is dedicated to creating amazing customer contact experiences - for our customers and our customers' customers. If you like developing new solutions and turning big ideas into reality, ALVARIA is the place for you. At ALVARIA, you'll work with smart and motivated people to make a difference for the companies we serve.

General Scope & Summary

Provide remote technical and application problem resolution and escalation assistance related to Aspect products. Diagnose, troubleshoot, repair and debug complex computer systems and software. Respond to situations where end users have failed to isolate or resolve problems in malfunctioning equipment or software.

ESSENTIAL FUNCTIONS

• Gain knowledge of assigned customers' technical and business environment.
• Document and verify reported problems.
• Troubleshoot and resolve issues utilizing all available tools, resources, and documentation.
• Engage additional resources when necessary.
• Provide effective and consistent communication to management, peers, and account team in support of customer.
• Working knowledge of main Aspect products and strategy.

Minimum Job Requirements

SPECIALIZED KNOWLEDGE & SKILLS

• Understanding of PCs, Networks, OS platforms, databases, telephony, software applications, and ACDs.
• Demonstrated ability to learn complex software tools quickly.
• Strong customer service and teamwork skills. Professional demeanor to maintain and enhance customer relationships.
• Ability to use professional concepts and company policies and procedures to solve routine problems.
• Ability to develop resolutions to problems of limited scope and follow standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
• Ability to pass a background check may also be required.
• Physical requirements include sitting for long periods of time.
• A minimum of at least TWO to THREE of the following:

1. Contact Center Technologies (including Automated Dialers & Telephony);
2. CentOs Linux;
3. Networking;
4. Windows OS;
5. SIP

• Demonstrated ability to learn complex software tools quickly.
• Strong customer communication skills (verbal and written), including passing an English proficiency test

EDUCATION AND EXPERIENCE

• 2+ years relevant work experience supporting customers in a technical environment OR commensurate college-level coursework, or a combination of both.
• Some travel, after-hours, or on-call work may be required.
• Shift flexibility including weekends.
• Technical Certifications and second or third languages a plus but not required.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.