312 IT Support jobs in Jaipur

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.

• Lead, train, and mentor a team of technical support specialists, fostering a high-performance and customer-centric culture.
• Oversee the daily operations of the technical support department, ensuring that all customer inquiries and technical issues are addressed promptly and efficiently.
• Develop and implement support strategies and workflows to improve response times, resolution rates, and customer satisfaction.
• Act as a point of escalation for complex technical issues, providing in-depth troubleshooting and problem-solving expertise.
• Monitor support ticket queues, analyze trends, and identify recurring issues to proactively implement solutions and preventive measures.
• Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides for both internal support teams and external customers.
• Collaborate with engineering and product development teams to report bugs, suggest product improvements, and provide customer feedback.
• Define, track, and report on key performance indicators (KPIs) for the technical support team, such as first-call resolution rate, average handling time, and customer satisfaction scores.
• Implement and manage remote support tools and technologies to ensure efficient service delivery.
• Develop and conduct training sessions for support staff on new products, features, and support best practices.
• Ensure adherence to service level agreements (SLAs) and company policies.
• Contribute to the development of support policies and procedures.
• Stay current with product updates, industry trends, and emerging technologies relevant to technical support.
• This position is entirely remote, requiring a candidate who is self-disciplined, possesses excellent virtual communication skills, and can manage their responsibilities effectively from a remote location.

• Bachelor's degree in Computer Science, Information Technology, or a related technical field.
• Minimum of 5-7 years of experience in technical support or helpdesk roles, with at least 2 years in a leadership or supervisory capacity.
• Proven experience managing and mentoring a technical support team.
• Strong understanding of common operating systems (Windows, macOS, Linux), network protocols, and hardware/software troubleshooting.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow, Jira Service Management) and remote support tools.
• Excellent analytical, diagnostic, and problem-solving skills.
• Outstanding verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to manage multiple priorities and work under pressure.
• Demonstrated ability to work effectively and independently in a remote setting.
• Experience in creating and maintaining technical documentation and knowledge bases.

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:

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.

Job Title: Junior Engineer, Technical Support, tier 2

NIKSUN is the recognized worldwide leader in making the Unknown Known, by using next-generation technology that revolutionizes the way networks and services are secured, protected, and managed. The company develops and deploys a complete range of award-winning forensics, compliance, security surveillance, and performance management solutions for applications ranging from core infrastructures to edge and branch environments.

Key responsibilities:

Respond to customer incidents through conducting preliminary assessment to product or system issues. Debug and track until resolution by analyzing the source of the issue and its impact on hardware, network, and storage resources. With your technical expertise you will support cloud solutions, App installs, release updates & upgrade, testing, deploying, maintaining, and enhancing software solutions. You will address bugs and escalate to engineering check code and verify accuracy, testability, functionality, and efficiency. Also, you should have a good understanding of different hardware components: processing, networking, storage. NIKSUN Cloud Support engineer is a customer facing role on which you

• Engage with NIKSUN's clients on live troubleshooting sessions via telephone, e-mails, live-Chat to provide level 1/2 support on a vast array of NIKSUN products.
• Lead, manage and drive incidents to resolution, whether reported reactively by customers or proactively through NIKSUN monitoring tools.
• Adhere to incident severity standards, escalating none resolved incidents to Tier 3 at due time.
• Work with different NIKSUN engineering departments, relay a technical message back to the customer in a simple non-technical language if required.
• Maintain updates flowing to customers regarding incident resolution efforts at all times.
• NIKSUN Cloud support operates 24x7x365, you'll be required to work on a shift schedule including day, night, weekends, and holidays.

Requirements:

• Must have 3 years of experience with DevOps support and experience in programming languages (preferred shell scripting).
• Must have 1 year of experience testing and maintaining software products.
• Must have 1 year of experience in cloud computing Kubernetes, Docker, YAML files…etc.
• Experience in providing technical support to Global clients.
• Excellent problem-solving and communication skills.
• Ability to provide step-by-step technical help, both written and verbal.
• Hands-on experience with Windows/Linux OS environments.
• Additional certification in Linux, Cisco, and Network and Information Security or similar technologies is a plus.
• Looking for immediate joiners

Required Skills and traits:

• Experience providing technical support to Global clients
• Excellent problem solving and communication skills.
• NIKSUN encourages teamwork, collaboration, and knowledge sharing.
• Mentor other team members and push the team for success.

Professional Requirements:

• Bachelor's Degree in computer science or equivalent software engineering discipline.

Qualified applicants will receive consideration for employment without regard to age, race, creed, color, religion, sex, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, or protected veteran status.

We are seeking a skilled Technical Support Specialist to join our team. In this role, you will be responsible for providing remote technical assistance and resolving complex computer system and software issues.

• Diagnose and troubleshoot malfunctioning equipment or software
• Provide technical support via phone, email, or chat
• Collaborate with internal teams to resolve issues efficiently
• Stay up-to-date with the latest technology trends and products

The ideal candidate will have excellent customer service skills, strong analytical abilities, and a passion for problem-solving. If you enjoy working in a dynamic environment and are looking for a challenging role, we encourage you to apply.

Required Skills and Qualifications:

• Strong understanding of computer systems and software
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Proficiency in troubleshooting and problem-solving

Benefits:

• Competitive salary and benefits package
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment