Key Responsibilities
- Manage complete incident and service request lifecycle through the ticketing system.
- Handle escalations and ensure adherence to defined Service Level Agreements (SLAs).
- Provide advanced troubleshooting and resolution for hardware, software, and network-related issues.
- Support and troubleshoot store equipment, manufacturing systems, desktops, laptops, printers, and peripherals.
- Monitor batch jobs, infrastructure services, and system performance to ensure operational continuity.
- Perform configuration management and maintain accurate documentation of IT assets and configurations.
- Conduct Root Cause Analysis (RCA) for recurring incidents and recommend corrective actions.
- Analyze incident trends and proactively identify areas for improvement.
- Create, modify, and manage user accounts, groups, and permissions in Active Directory.
- Configure, manage, and troubleshoot Microsoft 365 services, including Exchange Online, Teams, OneDrive, and SharePoint.
- Assist in firewall administration, monitoring, and troubleshooting network security issues.
- Manage IT asset inventory, tracking, and lifecycle activities.
- Provide desktop support for end users, including software installations, upgrades, and system maintenance.
- Support manufacturing operations by ensuring the availability and functionality of IT systems used in production environments.
- Coordinate with internal teams, vendors, and third-party support providers for issue resolution.
Required Skills
- 4+ years of experience in IT Infrastructure, Desktop, or End-User Support.
- Strong knowledge of Windows 10/11 and Microsoft Office applications.
- Hands-on experience with Active Directory administration.
- Experience managing and supporting Microsoft 365 environments.
- Good understanding of networking concepts including TCP/IP, DNS, DHCP, LAN/WAN, and Wi-Fi.
- Experience with firewall management and network troubleshooting.
- Knowledge of ITSM tools and ticket management processes.
- Experience in infrastructure monitoring and incident management.
- Strong analytical, troubleshooting, and problem-solving skills.
- Excellent communication and stakeholder management skills.
Preferred Skills
- Exposure to Process Automation (RPA) tools.
- Knowledge of Windows Server administration.
- Understanding of ITIL processes and best practices.
- Experience supporting manufacturing or retail environments.
Employment Type
Full-Time
Pay: ₹25,000.00 - ₹44,889.04 per month
Work Location: In person
