IT Infrastructure Support Specialist

3 days ago

Indore, Madhya Pradesh, India beBeeSystem Full time ₹ 60,00,000 - ₹ 80,00,000

Job Title:

IT Support Specialist

This role is responsible for ensuring the smooth operation of IT systems and services. As a critical point of contact, you will handle all IT-related incidents, service requests, and technical support queries.

Key Responsibilities include Call Handling: Manage incoming calls professionally, ensuring clear communication, active listening, and prompt resolution or escalation of issues. Also, Incident Management: Log, track, and resolve incidents within agreed SLAs, aiming for maximum First Call Resolution (FCR) to improve efficiency and user satisfaction.

Required Skills and Experience:

  • Bachelor's degree in computer science or related field (or equivalent work experience).
  • Strong knowledge of Windows and macOS operating systems, Microsoft 365, and Active Directory.
  • Hands-on experience with IT service management (ITSM) tools such as ServiceNow, Jira, or ManageEngine.
  • Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, LAN/WAN).
  • Familiarity with ITIL framework and service management best practices.
  • Proven troubleshooting skills for hardware, software, and network issues.
  • Experience in remote desktop support and use of remote access tools.
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.
  • Strong verbal and written communication skills for user interaction and documentation.

Technical Skills/Competencies:

  • Hardware & Software Troubleshooting: Diagnosis and resolution of desktop, laptop, printer, and peripheral issues.
  • Operating Systems Support: Windows, macOS, and basic Linux administration.
  • Microsoft 365 Administration: Outlook, Teams, SharePoint, OneDrive, and Exchange Online.
  • Auto Directory Management: User account creation, password resets, group policy, and access rights.
  • NWORIK Fundamentals: LAN/WAN troubleshooting, IP configuration, VPN setup, and Wi-Fi connectivity issues.
  • ITIL Process: Incident, Problem, and Request Management best practices.
  • Ticketing Systems: Proficiency in tools like ServiceNow, Jira, ManageEngine, or similar.
  • Remote Support Tools: TeamViewer, AnyDesk, Microsoft Remote Desktop, etc.
  • Asset Management: IT inventory tracking and lifecycle management.

Optional:

  • Experience with macOS.
  • Knowledge of cloud platforms such as Microsoft Azure or AWS.
  • Familiarity with VOIP systems and unified communications troubleshooting.
  • Exposure to cybersecurity tools (firewall logs, endpoint detection, MFA administration).
  • IT asset lifecycle management experience (procurement, disposal, refresh cycles).
  • Knowledge of backup and disaster recovery solutions (Veeam, Acronis, Unitrends).
  • Experience with remote working solutions (Citrix, VPN, VDI environments).
  • Multilingual communication skills for supporting diverse user bases.

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