163 Support Services jobs in Jaipur

Job Description:

Responsibilities:

• Monitoring and Incident Management:
• Monitor the network infrastructure (routers, switches, firewalls) for performance, security, and availability.
• Provide first-line support for network incidents and service requests, escalating to higher levels as necessary.
• Diagnose basic networking issues, including connectivity problems, DNS issues, or VPN connectivity.
• Troubleshooting and Diagnostics:
• Use diagnostic tools to identify and resolve network-related issues.
• Work with customers or internal teams to troubleshoot basic network-related issues, including hardware and software problems.
• Configuration and Support:
• Configure and maintain basic network devices like switches, routers, and access points.
• Support the installation of new hardware and software to ensure smooth network operations.
• Documentation:
• Maintain accurate records of network issues, incidents, and resolutions.
• Document troubleshooting procedures and configurations to ensure continuity.
• Customer Support:
• Provide excellent customer support to end users and clients for network-related issues.
• Educate users on best practices and provide solutions for recurring issues.

Skills & Qualifications:

• Technical Skills:
• Basic knowledge of networking concepts (TCP/IP, LAN, WAN, DNS, DHCP, VPN, etc.).
• Familiarity with network devices such as routers, switches, firewalls, and wireless access points.
• Experience with monitoring and diagnostic tools (e.g., Wireshark, PRTG, SolarWinds).

Job Description:

Responsibilities:

• Monitoring and Incident Management:
• Monitor the network infrastructure (routers, switches, firewalls) for performance, security, and availability.
• Provide first-line support for network incidents and service requests, escalating to higher levels as necessary.
• Diagnose basic networking issues, including connectivity problems, DNS issues, or VPN connectivity.
• Troubleshooting and Diagnostics:
• Use diagnostic tools to identify and resolve network-related issues.
• Work with customers or internal teams to troubleshoot basic network-related issues, including hardware and software problems.
• Configuration and Support:
• Configure and maintain basic network devices like switches, routers, and access points.
• Support the installation of new hardware and software to ensure smooth network operations.
• Documentation:
• Maintain accurate records of network issues, incidents, and resolutions.
• Document troubleshooting procedures and configurations to ensure continuity.
• Customer Support:
• Provide excellent customer support to end users and clients for network-related issues.
• Educate users on best practices and provide solutions for recurring issues.

Skills & Qualifications:

• Technical Skills:
• Basic knowledge of networking concepts (TCP/IP, LAN, WAN, DNS, DHCP, VPN, etc.).
• Familiarity with network devices such as routers, switches, firewalls, and wireless access points.
• Experience with monitoring and diagnostic tools (e.g., Wireshark, PRTG, SolarWinds).

• Provide Tier 2 and Tier 3 technical support to customers via phone, email, and chat regarding cloud services.
• Diagnose, troubleshoot, and resolve complex technical issues related to cloud platforms, networking, and applications.
• Document all technical issues and resolutions in the support ticketing system.
• Escalate unresolved issues to appropriate engineering teams with detailed information.
• Develop and maintain technical documentation, knowledge base articles, and FAQs.
• Assist in identifying recurring issues and propose solutions to prevent future occurrences.
• Collaborate with the development and operations teams to improve product stability and performance.
• Participate in on-call rotation to provide 24/7 support as needed.
• Guide customers through product installations, configurations, and usage.
• Monitor system performance and identify potential problems before they impact users.
• Contribute to the continuous improvement of support processes and tools.

• Provide advanced technical support for cloud services to enterprise clients.
• Diagnose, troubleshoot, and resolve complex issues related to cloud infrastructure, networking, and applications.
• Manage support queues, prioritize tickets, and ensure timely resolution.
• Collaborate with engineering and product teams to address customer issues and provide feedback.
• Develop and maintain comprehensive documentation, including knowledge base articles and troubleshooting guides.
• Mentor and provide technical guidance to junior support engineers.
• Assist in the implementation and configuration of cloud solutions for clients.
• Proactively identify and report trends in customer issues to improve product stability.
• Participate in on-call rotation for urgent support escalations.
• Contribute to the continuous improvement of support processes and tools.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in technical support, with a focus on cloud services.
• In-depth knowledge of cloud computing concepts (AWS, Azure, GCP).
• Proficiency in operating systems (Linux/Windows) and networking protocols (TCP/IP, DNS, HTTP).
• Experience with scripting languages (e.g., Python, Bash) for automation.
• Strong analytical and problem-solving skills.
• Excellent customer service and communication skills.
• Ability to work independently and as part of a collaborative team.
• Experience with containerization (Docker, Kubernetes) is a plus.
• Relevant cloud certifications (e.g., AWS Certified Solutions Architect, Azure Administrator) are highly desirable.

Title: Multilingual IT Service Desk Engineer (L0/L1 Support)

Location: Remote

Key Responsibilities

• Customer Call Handling: Answer all incoming customer calls, ensuring a zero-miss policy and delivering a high-quality support experience.
• Initial Troubleshooting: Provide first and second-level troubleshooting for multiple platforms, including Windows, Mac, Linux, databases, storage, networking, and enterprise applications.
• Task Execution: Run predefined scripts, execute routine tasks, and follow documented procedures in supported technology domains.
• System Maintenance: Support installation, patching, configuration, troubleshooting, and upgrades for operating systems, VPNs, firewalls, proxies, and collaboration tools.
• Backup & Restore Operations: Monitor backup systems, resolve issues, and fulfill customer data restoration requests.
• Remote Resolution: Use tools such as WebEx, VNC, and RDP to diagnose and resolve issues remotely, escalating as necessary.
• Vendor & ISP Coordination: Collaborate with hardware vendors and internet service providers to resolve network and hardware-related issues, including proper documentation and quality control.

Required Skills & Qualifications

• Proficiency in one or more of the following languages :
• Bahasa (Indonesian)
• Filipino (Tagalog/Philippines)
• Mandarin Chinese
• Strong verbal and written communication skills in English .
• 1–3 years of experience in IT Service Desk / Helpdesk / L0-L1 Technical Support .
• Hands-on knowledge of operating systems (Windows/Mac/Linux), networking basics, and enterprise applications.
• Familiarity with remote troubleshooting tools (WebEx, VNC, RDP) and ticketing systems (e.g., ServiceNow, Remedy, Jira).
• Ability to follow standard operating procedures and escalate complex issues to higher-level teams.
• Strong customer service orientation and problem-solving mindset.

Preferred Qualifications

• ITIL Foundation certification or equivalent exposure to ITSM processes.
• Experience supporting global customers in a multilingual service desk environment.
• Flexibility to work in 24x7 rotational shifts as required.

Location

• Flexible – Team can be based in India or outside India (as per language availability and business requirements).

• Lead and manage a team of community support workers, providing supervision, training, and performance evaluations.
• Develop and implement strategies for community outreach and engagement to reach individuals in need.
• Oversee the provision of direct support services, including counseling, crisis intervention, and resource navigation.
• Ensure the development and implementation of individualized care plans for clients.
• Build and maintain strong relationships with community partners, healthcare providers, and social services agencies.
• Monitor client progress and outcomes, ensuring services are effective and meeting client needs.
• Manage program budgets and resources effectively.
• Ensure compliance with all relevant policies, procedures, and ethical standards.
• Organize and facilitate support groups and community-based mental health programs.
• Respond to crisis situations and provide immediate support as needed.
• Maintain accurate client records and documentation.
• Advocate for clients' needs within the community and healthcare systems.

• Master's degree in Social Work, Psychology, Counseling, or a related field.
• Minimum of 5 years of experience in community mental health services, with at least 2 years in a supervisory or management role.
• Demonstrated experience in case management, crisis intervention, and client advocacy.
• Strong understanding of mental health conditions, treatment modalities, and community resources.
• Excellent leadership, team management, and interpersonal skills.
• Proficiency in developing and implementing outreach programs.
• Strong organizational and administrative skills.
• Ability to work effectively under pressure and manage challenging situations.
• Knowledge of relevant legislation and ethical guidelines pertaining to mental health services.
• Valid driver's license and willingness to travel within the community.
• First Aid and CPR certification preferred.

• Provide direct support and guidance to individuals experiencing mental health challenges.
• Conduct needs assessments to identify client goals and service requirements.
• Develop individualized support plans in collaboration with clients.
• Assist clients in accessing community resources, such as housing, employment services, and healthcare.
• Offer emotional support, encouragement, and crisis intervention as needed.
• Advocate for clients' rights and needs within the community and healthcare systems.
• Collaborate with therapists, psychiatrists, social workers, and other service providers.
• Maintain accurate and confidential client records and documentation.
• Facilitate client engagement in support groups and community activities.
• Monitor client progress and adjust support plans as necessary.
• Provide psychoeducation on mental health topics to clients and their families.

• Bachelor's degree in Social Work, Psychology, Counseling, or a related human services field.
• Minimum of 2 years of experience in community support, mental health services, or a related field.
• Strong understanding of mental health conditions, treatment modalities, and community resources.
• Excellent active listening, empathy, and communication skills.
• Proficiency in using virtual communication platforms and case management software.
• Ability to work independently, manage a caseload remotely, and maintain strong organizational skills.
• Demonstrated ability to handle crisis situations calmly and effectively.
• Knowledge of relevant legal and ethical guidelines in mental health practice.
• Commitment to promoting client autonomy and well-being.