IT Support Associate at Compass Experience Labs · Remote only · 1 - 20 years · ₹3L - ₹6L / yr · Profitable · Remote only · Posted 4 Jun 2026
MEET COMPASS
We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.
Role Expectations
- Act as the primary point of contact for U.S.-based employees of a Quick Service Mexican Grill, providing technical support for store devices (POS systems, hardware, printers, scanners), network troubleshooting, and all company systems.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Documents incidents and resolutions and provides updates to the knowledge base where applicable
- Provide excellent customer service to internal team members (inbound voice calls & backoffice offline work) while troubleshooting & resolving issues within scope & procedures.
Qualifications
- 1-2 years of at least Tech Level 2 experience within BPO setting, IT service desk experience is a plus
- Strong technical proficiency in hardware and networking
- Good understanding of security best practices in a regulated business.
- Experience with network troubleshooting tools such as Prisma, Fusion, New Era, PuTTY, Switch, IP Calculator, CMC, etc is highly preferred
- Experience in POS troubleshooting is an edge, ALOHA experience is a plus
- Exceptional English communication skills (written and spoken)
Technology Requirements
- A licensed Windows computer with a serial number is the only computer we will accept for this position. We do not allow customized or jailbroken homemade devices.
- Applicants must have strong wired internet connection to support systems and possess a Windows Computer with a working webcam.
- All agents must have a working camera to be used during training sessions and 1:1 conversation.
- Agents must have a working headset with a microphone, speakers are not permitted for us while on calls.
- Agents must be willing to have Crowdstrike be installed in their personal computer/laptop
- All agents will be required to install third-party software in order to run the screen capture module:
- Screen Capture Module l Microsoft Windows Installer 2.0 or later. l Microsoft Visual C++ 2019 Redistributable 32-bit. l Microsoft .NET Framework 4.6.2or 4.7.x
- All agents will be required to download DUO Mobile on their mobile phones for multi-factor authentication.
- Download and upload speed must be at least 25 MBPS with latency (RTT) of <200ms.
- Processor: Intel Core i5 with 500 GB HDD / AMD Ryzen 5
- RAM: 16 GB
Benefits:
- A fully remote work environment
- This is currently a contract position, offering competitive wages
- Comprehensive training on our products and services.
- Career development opportunities, including internal promotions.
- A positive and growing work culture that values diversity and inclusivity.
Shubham Vishwakarma
Full Stack Developer - Averlon
About Compass Experience Labs
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Job Description – Technical Support Engineer
Job Summary:
We are looking for a Technical Support Engineer to provide technical assistance, troubleshoot hardware and software issues, and ensure smooth functioning of IT systems and applications.
Key Responsibilities:
- Provide technical support to users through calls, emails, and on-site visits.
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Experience: 1–3 years in technical support or IT support. Freshers with relevant technical knowledge may also apply.
Qualification: ITI, Diploma, or Degree in IT, Computer Science, Electronics, or a related field.
Job Type: Full-time / Contractual, depending on project requirements.
Skills Required
- Good Knowledge of Windows OS and Microsoft Office 365
- Basic experience with Active Directory (user management, access control)
- Understanding of networking fundamentals (DNS, VPN, IP addressing, troubleshooting)
- Exposure to monitoring tools such as CloudWatch, Prometheus, and Grafana
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Roles and Responsibilities
- Provide first-level support to end users through calls, emails, and ticketing tools, ensuring quick response and resolution
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- Work in US shift / rotational shifts as required to support business operations
- Troubleshoot issues related to Windows OS (Windows 10/11) and Office 365 applications such as Outlook, Teams, and OneDrive
- Manage user accounts, password resets, account unlocks, and access provisioning using Active Directory
- Install, configure, and maintain laptops, desktops, printers, and standard business applications
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- Log, track, and update incidents and service requests in ticketing tools like ServiceNow or Jira, ensuring SLA adherence
- Take ownership of tickets and follow through until closure or proper escalation
- Escalate complex or unresolved technical and application issues to Level 2 or relevant teams with proper analysis
- Support user onboarding and offboarding activities, including system setup and access provisioning
- Monitor applications and infrastructure using tools such as Datadog, CloudWatch, Prometheus, and Grafana
- Respond to alerts and perform initial troubleshooting by analysing logs and identifying issues
- Provide Level 1 application support by validating issues, checking logs, and coordinating with DevOps or development teams
- Perform basic validation of APIs, services, and application/carrier-integration availability
- Assist in deployment validation and basic post-release checks (smoke testing)
- Work closely with DevOps, infrastructure, and application teams for faster issue resolution
- Maintain and update SOPs, knowledge base articles, and troubleshooting documentation
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IT trouble support for Desktop/Laptop & workstation
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✓ Antivirus and End point security Management
✓ Data Backup with Cloud or installation on NAS/SAN
✓ Virtual M/C (VPS) creation & management on premise or Cloud Server
✓ Backup & Restoration of Data & Files for Backup Data
Job Summary
We are looking for an experienced IT Support Engineer to manage IT infrastructure, provide technical support, troubleshoot hardware and software issues, and ensure smooth day-to-day IT operations.
The ideal candidate should have strong networking and troubleshooting skills, along with hands-on experience in Fortinet/FortiGate, CCNA-level networking, Windows Server, and CrowdStrike.
Key Responsibilities :
Provide day-to-day IT support and troubleshoot hardware, software, and network-related issues.
Configure, manage, and troubleshoot Fortinet/FortiGate firewalls.
Handle network administration, including LAN, WAN, connectivity, and network security.
Manage and support Windows Server environments.
Monitor and manage endpoint security using CrowdStrike.
Diagnose and resolve technical issues promptly to minimize downtime.
Maintain IT infrastructure, system configurations, and technical documentation.
Ensure system security, network reliability, and smooth IT operations.
Required Skills :
Strong experience in IT Support and IT infrastructure management.
Hands-on knowledge of Fortinet/FortiGate and/or CCNA-level networking.
Working knowledge of Windows Server administration.
Experience with CrowdStrike endpoint security.
Excellent troubleshooting, networking, and problem-solving skills.
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Job Summary:
We are seeking a dedicated and skilled Technical Support Engineer with a strong background in Application Production Support. The ideal candidate will be responsible for ensuring the stability, reliability, and performance of our applications in a production environment. You will work closely with cross-functional teams to troubleshoot issues, implement solutions, and enhance the overall user experience.
Responsibilities:
- Provide expert technical support for application-related issues, ensuring timely resolution and minimal disruption to services.
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- Document and maintain knowledge base articles for common issues and solutions to improve team efficiency.
- Participate in on-call rotations to provide after-hours support as needed.
- Implement and maintain monitoring tools to proactively identify and resolve application issues.
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Mandatory Skills:
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Qualifications:
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Edunext is an equal opportunity employer. We celebrate diversity and encourage candidates from all backgrounds to apply.
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Follow CutshortShubham Vishwakarma
Full Stack Developer - Averlon