253 IT Support jobs in Nagpur

• Lead, mentor, and manage a team of technical support specialists, fostering a high-performance culture.
• Oversee the day-to-day operations of the technical support department, ensuring efficient ticket handling and resolution.
• Develop and implement best practices for technical support processes and workflows.
• Manage and resolve complex customer technical issues and escalations promptly and effectively.
• Monitor support queues and key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction.
• Train new support staff and provide ongoing coaching and development for the team.
• Collaborate with product development and engineering teams to identify and address root causes of recurring issues.
• Create and maintain a comprehensive knowledge base of technical solutions and troubleshooting guides.
• Ensure adherence to service level agreements (SLAs) and maintain high standards of customer service.
• Identify opportunities for process improvement and implement solutions to enhance support efficiency and effectiveness.
• Gather customer feedback and insights to inform product enhancements and service improvements.
• Manage relationships with third-party vendors for support tools or services, if applicable.
• Report on support team performance and key metrics to senior management.
• Stay updated on product knowledge and technical advancements relevant to the supported systems.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Minimum of 5 years of experience in technical support, with at least 2 years in a leadership or supervisory role.
• Proven experience managing a technical support team and resolving complex customer issues.
• Strong understanding of hardware, software, and network troubleshooting.
• Excellent analytical and problem-solving abilities.
• Exceptional communication, interpersonal, and customer service skills.
• Proficiency with helpdesk ticketing systems (e.g., Zendesk, Jira Service Management) and CRM software.
• Ability to train and mentor team members effectively.
• Strong organizational skills and the ability to manage multiple priorities.
• Experience in developing and maintaining knowledge base articles.
• A calm and professional demeanor, especially under pressure.

• Lead, manage, and mentor a team of technical support representatives.
• Oversee the daily operations of the customer support department, ensuring timely and effective issue resolution.
• Develop and implement support procedures and best practices to enhance service quality.
• Act as an escalation point for complex technical issues and customer complaints.
• Train and onboard new support team members, providing ongoing coaching and performance feedback.
• Monitor support queues, ticket volumes, and resolution times to ensure service level agreements (SLAs) are met.
• Analyze support data to identify trends, recurring issues, and areas for product improvement.
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Collaborate with engineering and product teams to address software bugs and technical challenges.
• Ensure customer satisfaction through efficient and empathetic support interactions.
• Manage relationships with third-party support vendors, if applicable.
• Contribute to the development and implementation of support tools and technologies.
• Report on key support metrics and team performance to management.

• Bachelor's degree in Computer Science, Information Technology, or a related technical field.
• Minimum of 5 years of experience in technical support, with at least 2 years in a leadership or supervisory role.
• Strong understanding of IT systems, software applications, and troubleshooting methodologies.
• Proven experience managing and motivating a support team.
• Excellent problem-solving, analytical, and diagnostic skills.
• Exceptional communication, interpersonal, and customer service skills.
• Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
• Ability to develop and deliver technical training.
• Familiarity with remote support tools and techniques.
• Strong organizational skills and the ability to prioritize tasks effectively.
• Certification in relevant technologies (e.g., CompTIA A+, ITIL) is a plus.

• Lead and supervise the day-to-day activities of the technical support team, ensuring adherence to service level agreements (SLAs).
• Provide first-level and second-level technical support for software and hardware issues.
• Act as an escalation point for complex and critical technical problems, providing expert troubleshooting and resolution.
• Develop and maintain comprehensive technical documentation, FAQs, and knowledge base articles.
• Train and mentor support staff on technical issues, product updates, and customer service best practices.
• Monitor support ticket queues, prioritize issues, and ensure efficient ticket management.
• Analyze support trends and metrics to identify recurring problems and areas for process improvement.
• Collaborate with engineering and product development teams to report bugs, suggest feature enhancements, and facilitate timely resolutions.
• Ensure a high level of customer satisfaction by providing prompt, professional, and effective technical assistance.
• Contribute to the development and implementation of support policies and procedures.
• Manage remote support tools and technologies effectively.
• Participate in on-call rotation as needed for critical issue resolution.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 4 years of experience in technical support or a related IT role, with at least 1-2 years in a lead or supervisory capacity.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Proven experience with ticketing systems (e.g., Zendesk, Jira Service Desk) and remote support tools.
• Strong troubleshooting and problem-solving skills with a logical approach.
• Excellent communication, interpersonal, and customer service skills.
• Ability to manage and motivate a team effectively.
• Experience in documenting technical information clearly and concisely.
• Familiarity with cloud technologies (AWS, Azure) is a plus.
• Certification in ITIL or CompTIA A+ / Network+ is advantageous.

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.

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