250 IT Support jobs in Indore

• Lead and mentor a team of technical support specialists.
• Provide advanced troubleshooting and technical support to customers.
• Manage and prioritize incoming support requests and tickets.
• Ensure timely and effective resolution of technical issues.
• Develop and maintain comprehensive knowledge base articles and support documentation.
• Monitor team performance and identify opportunities for training and development.
• Implement and refine support processes to improve efficiency and customer satisfaction.
• Collaborate with other departments (e.g., Engineering, Product) to resolve complex issues.
• Analyze support trends and provide reports on key metrics.
• Contribute to the continuous improvement of support services.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 4+ years of experience in technical support or helpdesk roles.
• 2+ years of experience in a team lead or supervisory role.
• Strong knowledge of operating systems, hardware, software, and networking concepts.
• Excellent diagnostic and problem-solving skills.
• Proficiency with ticketing systems (e.g., Jira Service Desk, Zendesk).
• Outstanding customer service and communication skills.
• Ability to train and motivate team members.
• Experience with remote support tools is a plus.

• Provide first-level technical support and troubleshooting for hardware, software, and network issues via phone, email, and chat.
• Respond to user inquiries and resolve technical problems promptly and efficiently.
• Install, configure, and maintain computer systems, printers, and other peripherals.
• Document all support requests, resolutions, and user interactions in a ticketing system.
• Escalate complex issues to senior support staff or relevant departments when necessary.
• Assist users with password resets, account management, and software installations.
• Educate users on basic troubleshooting steps and best practices for system usage.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Monitor system performance and identify potential issues before they impact users.
• Stay updated with the latest technology trends and support procedures.
• Collaborate with IT team members to improve support processes and system reliability.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 1-3 years of experience in a technical support or helpdesk role.
• Proficiency in troubleshooting operating systems (Windows, macOS).
• Familiarity with networking concepts (TCP/IP, DNS, DHCP).
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) is a plus.
• Excellent communication and interpersonal skills, with a patient and empathetic demeanor.
• Strong analytical and problem-solving abilities.
• Ability to explain technical concepts to non-technical users.
• Commitment to providing exceptional customer service.
• Willingness to work in a hybrid model, balancing remote and in-office duties.

• Provide first-level technical support to customers via phone, email, and chat, addressing inquiries and resolving issues promptly.
• Diagnose and troubleshoot hardware, software, and network problems reported by users.
• Guide customers through step-by-step solutions, explaining technical concepts in an easily understandable manner.
• Escalate unresolved issues to appropriate internal teams (e.g., Tier 2 support, engineering) with detailed documentation.
• Maintain accurate records of customer interactions, technical issues, and resolutions in the CRM system.
• Develop and update knowledge base articles, FAQs, and troubleshooting guides to empower customers and internal teams.
• Identify recurring technical issues and provide feedback to product development and quality assurance teams for potential improvements.
• Assist with the onboarding and training of new customers on product usage and best practices.
• Monitor system performance and identify potential issues before they impact users.
• Collaborate with team members to share knowledge and best practices for customer support.
• Ensure customer satisfaction by delivering high-quality support and timely follow-ups.
• Adhere to service level agreements (SLAs) for response and resolution times.

• High school diploma or equivalent required; Associate's or Bachelor's degree in a relevant technical field is preferred.
• Proven experience in a technical support or customer service role, preferably in the IT or software industry.
• Strong understanding of computer hardware, operating systems (Windows, macOS), and common software applications.
• Familiarity with network concepts (TCP/IP, DNS, DHCP) is a plus.
• Excellent problem-solving and analytical skills with a methodical approach to troubleshooting.
• Exceptional verbal and written communication skills, with the ability to adapt communication style to different audiences.
• Proficiency in using helpdesk software and CRM systems.
• Patience, empathy, and a customer-centric attitude.
• Ability to work effectively both independently and as part of a team.
• Willingness to work flexible hours if needed to cover support needs.

• Provide advanced technical support to end-users via remote access tools, phone, and email.
• Diagnose, troubleshoot, and resolve hardware, software, and network issues.
• Escalate unresolved issues to appropriate internal teams or external vendors.
• Document technical solutions and maintain a comprehensive knowledge base.
• Install, configure, and maintain computer systems, software, and peripherals.
• Assist with system administration tasks, including user account management and access control.
• Develop and deliver technical training materials to end-users.
• Collaborate with development and IT operations teams to identify and resolve recurring technical problems.
• Proactively monitor systems for potential issues and implement preventive measures.
• Stay current with technological advancements and industry best practices.
• Ensure data security and integrity across all supported systems.
• Contribute to the continuous improvement of IT support processes and tools.

• Minimum of 3 years of experience in technical support or a similar IT role.
• Proficiency in troubleshooting operating systems (Windows, macOS, Linux).
• Strong understanding of network protocols and configurations (TCP/IP, DNS, DHCP).
• Experience with hardware diagnostics and repair.
• Familiarity with cloud platforms (e.g., AWS, Azure) is a plus.
• Excellent problem-solving and analytical skills.
• Superb communication and customer service skills, especially in a remote setting.
• Ability to work independently and manage time effectively in a remote environment.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified) are highly desirable.
• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
• Experience with scripting languages (e.g., PowerShell, Bash) is a plus.

• Provide remote technical support for hardware and software issues.
• Diagnose and resolve complex technical problems for customers.
• Document all support interactions and resolutions accurately.
• Develop and maintain technical documentation and knowledge base articles.
• Escalate unresolved issues to appropriate engineering teams.
• Communicate technical solutions clearly to users of varying technical abilities.
• Contribute to the continuous improvement of support processes.
• Collaborate with team members and other departments in a remote setting.

• Proven experience as a Technical Support Engineer or similar role.
• Strong knowledge of operating systems, networking, and common software.
• Excellent problem-solving and diagnostic skills.
• Exceptional communication and interpersonal abilities.
• Proficiency in using remote support tools.
• Ability to work independently and manage workload effectively.
• Experience with CRM or ticketing systems.
• Bachelor's degree in Computer Science or a related field (or equivalent experience).

About the role:

The role involves providing L1 and L2 support by monitoring and resolving infrastructure and application alerts using tools like SolarWinds and New Relic. The candidate will coordinate with cross-functional teams, analyze logs and transactions, and ensure timely issue resolution and stakeholder communication. A background in E-Commerce, Telecom, Enterprise IT, or Banking is preferred, with basic knowledge of operating systems, databases, and monitoring tools. Strong communication skills, attention to detail, and willingness to work in night or weekend shifts are essential.

Job qualification:

Bachelor's degree in engineering/computer science with

technical understanding and experience.

• MCA in IT or Computers
• BTech or BE or MTech from non-IT & Computers stream
• BTech or BE or MTech IT or computers but do not want to get in coding and testing of IT

Experience & Technical details:

• Minimum 2+ years of experience in E-Commerce/Telecom/Enterprise IT / Banking industry
• Monitor scheduled alerts (infra & application) on mails or via system like solarwinds, new relic etc
• Once alert is received on basis of criticality connect with right teams over email or chat
• Follow up with teams through the alert while it gets fixed
• Communicate to stake holder until issue is fixed
• Optimize the alerts on continuous basis to avoid unwanted and unnecessary alerts
• Maintaining and updating technical documentation and SOPs
• Attention to detail, a proactive approach while working on alerts
• Complete ownership of L1 and L2 support
• Understanding the functioning of the system.
• Collaborating with other verticals.
• To check/Analyze the transactions and logs and device settlements.
• Monitor process and software changes that impact production support
• Experience in providing L2 level support to customers (medium to large).
• Experience in analysis application logs for errors and corrections.
• Understanding and exposure to DB (Oracle, Mongo DB, Sql) will be added advantage.
• Knowledge on Python, selenium tools for automation will be added advantage.

Technical experience for role:

• Basic understanding of operating systems
• Basic understanding of server, client, network, storage & backup
• Basic understanding of monitoring tool, knowledge in relational database, Linux, UNIX, Java, C++
• Basic knowledge of HTML, Website development will be an added advantage
• Familiarity with Agile/Jira/Scrums is good to have

Interpersonal skills for role:

• Good verbal & written communication in English
• Willing to work in night and weekend shifts
• Ability to work under pressure and should be a team player
• Good grasping, Willing to work in support, right attitude toward work

Remote First-Culture:

In 2020, Cimpress adopted a Remote-First operating model and culture. We heard from our team members that having the freedom, autonomy and trust in each other to work from home and, the ability to operate when they are most productive, empowers everyone to be their best and most brilliant self. Cimpress also provides collaboration spaces for team members to work physically together when it's safe to do so or believe in office working will deliver the best results. Currently we are enabled to hire remote team members in over 20 US States as well as several countries in Europe: Spain, Germany, UK, Czech Republic, the Netherlands and Switzerland.

About Us:

Led by founder and CEO Robert Keane, Cimpress invests in and helps build customer-focused, entrepreneurial mass customization businesses. Through the personalized physical (and digital) products these companies create, we empower over 17 million global customers to make an impression. Last year, Cimpress generated $2.88B in revenue through customized print products, signage, apparel, packaging and more. The Cimpress family includes a dynamic, international group of businesses and central teams, all working to solve problems, build businesses, innovate and improve.

More information about the organization can be found in the below link:

Overview

As part of a Global Customer Technical Support team, this team provides post-sales support to Customers and Partners globally. Supporting the customer / partner is done through diagnosis and troubleshooting software and hardware problems and aiding with the product applications and/or use cases. Communicate with customers /partners by listening to and understanding the reported problem, and able to clearly explain basic technical information to the customers over the phone and via email. Part of a weekend on-call rotational schedule once deemed capable.

Responsibilities

• Communicating with customers by listening to and understanding their problem, then clearly explaining detailed technical information
• Asking customers targeted questions to quickly understand the root of the problem
• Diagnosing & troubleshooting technical issues in an expedient manner
• Tracking issues through to resolution, within agreed time limits
• Escalating unresolved issues to the appropriate next level / internal teams
• Providing prompt and accurate feedback to customers
• Referring to internal database or external resources to provide technical solutions
• Leading troubleshooting & brainstorming discussions
• Delivering workshops to both local and global teams - customer presentations to senior technical personnel and management
• Ensuring all issues are properly logged – following case management process
• Prioritizing and managing several open issues at one time
• Following up with customers to ensure their systems are fully functional after troubleshooting, and a solution has been provided
• Identifying areas of improvement whether in processes, procedures, or tools
• Documenting technical knowledge in the form of knowledge base articles and/or submitting documentation opportunities
• Creating and delivering product knowledge sharing sessions to the respective regional team
• Communicating with Sales Team to ensure timely updates for any critical issue
• Working with the Engineering team to assist with documentation
• Performing activities (reproducing the issue when required)

Qualifications

Knowledge and Skills

• Required

• Understanding of networks
• CCNA or equivalent knowledge
• 4G-5G
• AAA
• Any of the following certifications: CCNA, MCSE, Cloud, and/or RedHat
• Deep knowledge of supported Linux/Unix operating systems. Able to troubleshoot, analyze and configure the OS and its features and roles.
• Deep knowledge of product software and hardware. Can use scripts/tools to aid in troubleshooting. Knowledge of identified bugs in running firmware version.
• Advanced understanding and experience of networks, firewalls, protocols.
• Knowledge in tracing and troubleshooting high-level protocols and traffic
• Extensive understanding and experience of virtualization & cloud concepts, properties, and technology, as well as detailed skills in major industry standard technology specifics. Knowledge of models like SaaS, PaaS and IaaS.
• Good understanding of technology infrastructure, security concepts and platforms
• Strong understanding of networking (specifically IP related technologies)
• Good understanding of virtualization & cloud concepts
• Able to install, configure, and/or operate network equipment such as Cisco, Juniper, or other network hardware manufacturers
• Scripting and some programming
• Ability to configure and troubleshoot problems - logical thought process
• Good problem solving investigative and multi-tasking skills
• Ability to communicate with customers presenting technical information either verbally or in written format
• Focus to detail and can follow defined processes/procedures
• Technical acumen and able to identify when escalations are required
• Autonomy – increases technical knowledge by attending self-studies to bring value to the organization
• Organization and prioritization abilities
• Good computer skills in MS Office

• Desired
• Subject Matter Expertise in 1-3 areas relative to AppLogic Networks product
• Great collaborator
• Good CSAT and customer feedback

Work Experience, Education and Certifications

• Minimum of 3+ year experience in a technical role aligned to the same field with customer support experience KVM Experience
• Ideal candidate would have served as a developer in prior roles and have a deep understanding of modern, highly scalable architectures leveraging the latest technologies including NET/C#, Restful APIs, micro-services, cloud computing etc.
• Bachelor’s degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification or a diploma from a technical institute
• Education may be substituted for proven work experience for 5+ years as a Technical Support Engineer in a similar field

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:

• Contact Center Technologies (including Automated Dialers & Telephony);
• CentOs Linux;
• Networking;
• Windows OS;
• 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.