Information Technology Technical Support

Executive – Technology Support (Field & Operations)

Location: Kolkata, India

Employment Type: Full-time

Reporting To: Operations / Technology Team

About iKure

iKure Techsoft Pvt. Ltd. is a technology-enabled primary healthcare enterprise working across underserved and emerging markets in India. Our work integrates frontline health workers, digital platforms, medtech devices, and data-driven systems to deliver scalable, high-quality primary healthcare. Technology at iKure is deeply embedded in field operations—supporting clinics, health workers, devices, and partner programs. This role plays a critical part in ensuring that technology works reliably on the ground.

Role Overview

The Executive – Technology Support will provide hands-on technical support across iKure's field operations, clinics, health workers, and partner programs. The role requires strong troubleshooting skills, comfort with field travel, and the ability to support deployment, maintenance, and training related to digital health platforms and medtech devices. This is a field-intensive role, combining on-site issue resolution with coordination with the central technology team.

Key Responsibilities

Field-Level Technical Support & Troubleshooting: Provide on-ground technical support for tablets, laptops, smartphones, networking equipment, and peripherals used by field teams and clinics. Troubleshoot software, hardware, connectivity, and application-related issues in real-world field conditions. Resolve issues related to iKure's digital platforms, dashboards, and applications in coordination with the central tech team. Escalate unresolved issues with proper documentation and follow-through.

MedTech Device Support: Support deployment, basic configuration, calibration, and troubleshooting of medtech devices. Coordinate with vendors and internal teams for device repairs, replacements, and upgrades. Ensure proper handling, storage, and usage of devices as per defined protocols. Maintain basic records related to device usage, issues, and resolutions.

Technology Training & Handholding: Facilitate technology training sessions for field staff, Community Health Workers, and clinic teams. Support onboarding of new users on digital tools, applications, and devices. Provide continuous handholding to ensure correct usage and adherence to workflows. Assist in preparing simple user guides, SOPs, and troubleshooting checklists.

Implementation of Technology Protocols: Support implementation of defined technology and data usage protocols at the field level. Ensure compliance with device usage, login discipline, data syncing, and security practices. Report gaps, misuse, or recurring issues to operations and technology leads. Assist during audits, partner reviews, or program scale-ups from a tech readiness perspective.

Coordination & Reporting: Act as a bridge between field teams and the central technology team. Share regular updates on recurring issues, training needs, and system gaps. Maintain simple trackers for issues raised, resolution timelines, and field visits. Support technology readiness during new program launches and partner deployments.

Desired Profile

Qualifications & Experience: Diploma or Graduate in IT, Computer Applications, Electronics, Engineering, or a related field. 1–3 years of experience in technical support, IT support, or field technology roles. Experience supporting users in field-based or multi-location environments preferred.

Key Skills & Competencies: Strong hands-on troubleshooting ability. Comfort with regular field travel across districts. Basic understanding of mobile applications, dashboards, and digital workflows. Ability to work closely with non-technical field teams. Patience, clear communication, and problem-solving mindset. High ownership and reliability.

Good to Have: Exposure to healthcare or medtech devices. Experience training frontline staff. Familiarity with SOP-driven environments. Basic understanding of data syncing and device security.

Work Nature: Field-based with regular travel. Mix of on-site troubleshooting and coordination with central teams. Hands-on, execution-focused role.