Job Title

Company DescriptionWe suggest you enter details here. Role DescriptionThis is a full-time remote role for an Information Technology Generalist. The Information Technology Generalist will be responsible for providing technical support, troubleshooting issues, managing network administration, and overseeing system administration. The role also involves managing various aspects of information technology to ensure smooth and efficient operations. KRA Brief IT & Digital Marketing Support Engineer – KRA Summary 1. Incident Resolution & Technical Support Troubleshoot Azure servers, LAN, ERP, antivirus issues; 24×7 support. Targets: FCR ≥70%, Avg. resolution time ≤3 hrs, SLA compliance ≥90%. 2. CRM Administration & Lead Management Manage CRM entries and client follow‑ups. Targets: ≥95% data accuracy; log all touchpoints within 24 hrs. 3. Social Media Content Management Plan and post content on Instagram, WhatsApp, website. Targets: At least 3 posts/week; respond within 24 hrs; growth in engagement. 4. Digital Campaign Execution Run Google Ads, Instagram campaigns, WhatsApp promotions. Targets: Launch 1–2 campaigns/mo; maintain CTR ≥1%, conversion ≥2%. 5. Web & App Order Monitoring Track orders on website/app and resolve issues. Target: Issue resolution within 4 hrs; ensure zero lost orders. 6. Preventive Maintenance & Proactive Checks Perform LAN, antivirus, backup checks at shop locations monthly. Target: 100% audit completion; 20% reduction in repeat incidents. 7. Performance Reporting & Analytics Submit weekly dashboards (IT, CRM, marketing metrics). Target: Complete reports delivered on time. 8. Continuous Improvement & Documentation Maintain knowledge base, propose ≥2 process improvements per quarter. Target: ≥90% documentation coverage. 9. Customer/Client Feedback (CSAT) Achieve ≥85% positive satisfaction from internal and external stakeholders. KPI Table Area KPI Target Incident Resolution FCR Rate / Avg. Time ≥70% / ≤3 hrs CRM Accuracy Logging Timeliness ≥95% / ≤24 hrs Social Media Posting Frequency & Engagement ≥3 posts/week; ↑ metrics Campaigns CTR / Conversion ≥1% / ≥2% Order Support Resolution Time ≤4 hrs Preventive Maintenance Completion & Incident Drop 100% / -20% Reporting Weekly Dashboards On time Documentation Improvements & Coverage ≥2 / ≥90% CSAT Satisfaction Score ≥85% contact with cv to vikas@ or what's app to 7309032602 Sources Search ChatGPT can make mistakes. Check important info. QualificationsTechnical Support and Troubleshooting skills Network Administration skills System Administration skills General Information Technology skills Excellent problem-solving and analytical skills Ability to work independently and remotely Experience in the bakery or retail industry is a plus Bachelor's degree in Information Technology, Computer Science, or related field