Job Title: IT Engineer – Infrastructure & Systems Support
Location: Pune (Onsite)
Industry: BPO / Customer Support Services
About Us
We are a growing BPO company in Pune delivering inbound call support services for multiple domestic and international clients. Our operations rely heavily on stable IT infrastructure, secure networks, and high-availability telephony systems.
We are looking for a hands-on IT Engineer to manage end-to-end IT operations, infrastructure, and user support across the organization.
Role Overview
The IT Engineer will be responsible for maintaining IT infrastructure, ensuring uptime of call center systems, managing networks, and supporting end users. The role is critical in ensuring uninterrupted inbound call operations and secure IT environments.
Key Responsibilities
Infrastructure & Network Management
• Manage LAN/WAN, Wi-Fi networks, routers, switches, and firewalls
• Ensure high availability of internet leased lines and backup connectivity
• Monitor network performance and troubleshoot outages
Call Center & Telephony Systems
• Maintain IVR systems and call routing infrastructure
• Support VoIP systems, dialers, headsets, and telephony hardware
• Coordinate with telecom vendors for issue resolution
System Administration
• Manage Windows/Linux servers
• User account management (Active Directory, email systems)
• Install, configure, and maintain desktops, laptops, and peripherals
• Manage software installations and license compliance
Security & Compliance
• Implement endpoint security, antivirus, and firewall policies
• Ensure data security for client processes
• Manage backups and disaster recovery plans
• Monitor system logs and security incidents
IT Support & Helpdesk
• Provide L1/L2 technical support to operations team
• Troubleshoot hardware, OS, and application issues
• Maintain IT asset inventory and documentation
Vendor & IT Asset Management
• Coordinate with hardware, internet, and software vendors
• Manage procurement of IT equipment
• Maintain AMC and warranty records
Required Skills & Qualifications
Experience
• 3–5 years of experience in IT infrastructure / system administration
• Experience working in BPO / Call Center environment preferred
Technical Skills
• Strong knowledge of:
- Networking (TCP/IP, DNS, DHCP, VLAN, Firewall)
- Windows Server / Active Directory
- VoIP and telephony systems
• Experience with:
- Office 365 / Google Workspace
- Firewall configuration (Fortinet / Sophos / similar)
- Backup and disaster recovery tools
• Basic knowledge of cloud platforms (AWS/Azure) preferred
• Understanding of cybersecurity best practices
Preferred
• IT certifications (CCNA, Microsoft, ITIL, etc.)
• Experience managing 50+ user environments
• Knowledge of CRM systems used in call centers
Key Competencies
• Strong troubleshooting skills
• Ability to handle high-pressure production environments
• Quick response to outages and incidents
• Good communication and vendor coordination skills
• Stable long-term role in growing BPO organization
• Exposure to multi-client IT environments
• Opportunity to lead infrastructure upgrades
• Competitive salary and growth opportunities