Opportunity For IT Support Engineer

Merit Data And Technology; Chennai District; On-site; INR 450,000 - 650,000; Full time

Job summary

Merit Data And Technology is seeking an IT Support Engineer in Chennai to manage dialer systems, troubleshoot SIP/VoIP and ensure high availability. You will work on IVR routing, regulatory compliance, and telemetry to optimize campaign performance.

You’ll also maintain AD/DNS/DHCP, Windows/Linux servers, and virtualization, while implementing patching, CIS benchmarks, and EDR. Mentorship and vendor coordination are part of the role.

Qualifications

• 3–6 years of related IT support experience.

Responsibilities

• Understand and manage dialer systems with high availability.
• Troubleshoot SIP trunking and VoIP quality issues.
• Work with telecom carriers to resolve connectivity problems.
• Master SIP, WebRTC, PBX, and softphone technologies.
• Navigate IVR flows and skills-based routing for efficiency.
• Ensure telecom compliance with DNC and audit trails.
• Analyze dialer metrics and tune dialing algorithms.
• Manage Active Directory, DNS, and DHCP environments.
• Maintain Windows Server and Linux systems, plus virtualization.
• Implement automated OS patching and baseline configs.
• Apply CIS benchmarks and EDR solutions for security.
• Develop automation using PowerShell and Bash scripts.
• Serve as Tier 4 escalation point and drive RCA.
• Mentor L1-L3 engineers and coordinate with vendors.

Skills

Dialer architecture

Telecom integration

Telecom stack

Advanced call routing

Regulatory compliance

Campaign optimization

Directory services

IT stack

OS patch management

Infrastructure security

Scripting & automation

Mentorship & vendor management

Tools

PowerShell

Bash

Windows Server

Linux

Active Directory

DNS

DHCP

SIP

WebRTC

PBX

Asterisk

FreeSWITCH

RHEL

Ubuntu

Job description

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.