Opportunity For IT Support Engineer

Greetings from Merit DATA & TECHNOLOGY .... !!!!

Position: IT Support Engineer

Experience: 3-6 Years

Location: Chennai

Work Mode: Office

Job Type: Full Time Employment

Shift: Rotational

Notice: Immediate Joiners

Job Description:

1. Dialer Architecture: Understand and manage enterprise-grade predictive and progressive dialer systems ensuring high availability and fault tolerance.
2. Telecom Integration: Troubleshoot SIP trunking, VoIP quality issues (jitter, latency, packet loss), and manage relationships with telecom carriers.
3. Telecom Stack: Deep understanding of SIP protocols, WebRTC, PBX systems (Asterisk/FreeSWITCH), and softphones.
4. Advanced Call Routing: Manage and understand the complex IVR call flows, skills-based routing, and lead penetration strategies to maximize agent utilization and conversion rates.
5. Regulatory Compliance: Enforce strict adherence to telecom DNC registry rules) through system-level dialer configurations and automated audit trails.
6. Campaign Optimization: Analyze raw dialer performance metrics and collaborate with Dialer developer team and tune dialing algorithms for optimal pacing.
7. Directory Services: Manage Active Directory, Group Policy Objects (GPOs), DNS, and DHCP.
8. IT Stack: Proficiency in Windows Server (2016/2019/2022), Linux (CentOS/Ubuntu/RedHat), and virtualization hypervisors.
9. OS Lifecycle & Patching: Design and enforce automated OS patch management, baseline configurations, and vulnerability remediation across heterogeneous Windows Server and Linux (RHEL/Ubuntu) environments.
10. Infrastructure Security: Implement server-level security hardening (adhering to CIS benchmarks), endpoint detection and response (EDR) solutions, and zero-trust network access controls.
11. Scripting & Automation: Develop robust automation using PowerShell, Bash, to eliminate manual toil in server provisioning, AD user lifecycle management, and dialer list ingestion.
12. Escalation & RCA: Act as the ultimate technical escalation point (Tier 4) for critical infrastructure and telecom outages, leading Root Cause Analysis (RCA)
13. Mentorship & Vendor Management: Mentor L1-L3 systems and NOC engineers, maintain comprehensive architectural documentation, and manage technical relationships with telecom carriers and hardware/software vendors.