Associate- It

**About Us**:
**About Material**:
Material is a global strategy, insights, design, and technology partner to companies striving for true customer centricity and ongoing relevance in a digital first, customer-led world. By leveraging proprietary, science-based tools that enable human understanding, we inform and create customer-centric business models and experiences + deploy measurement systems - to build transformational relationships between businesses and the people they serve.

**About Srijan**:
Srijan is a global engineering firm that builds transformative digital paths to better futures for Fortune 500 enterprises to nonprofits all over the world. Srijan brings advanced engineering capabilities and agile practices to some of the biggest names across FMCG, Aviation, Telecom, Technology, and others. We help businesses embrace the digital future with cloud, data, API and platform centric technologies and adapt to changing business models and market demands. Srijan leads in Drupal with 350+ Drupal engineers, 80+ Acquia certifications. Srijan is also a Drupal Enterprise Partner & Diamond Certified

Title: Associate L1 - IT

Experience: 2-3 years

Education: BE/BTech/3 years Full-time/Technical Diploma

Certification: Desirable: Any one of the following - MCSE, RHCE, Redhat

Working Mode: Office

Location: Gurgaon/Delhi/Anywhere in the country if read to relocate to Delhi/Gurgaon

Reporting To: IT Manager

**Skills**:

- Hands on Windows and Mac operating systems
- Hands on or knowledge of Linux operating systems
- Hands on Apple, Dell/Lenovo hardware
- User creation/deletion, profile management
- Software installation
- Hardware/Software Troubleshooting
- Worked on remote support tools
- Inventory management
- Worked on documenting IT SOPs, FAQs etc.
- Tech savvy
- Good understanding of computer systems, mobile devices and other tech products
- Ability to diagnose and resolve basic technical issues
- Proficiency in English
- Good communication skills

**Responsibilities**:

- Receives and handles requests for service, following agreed procedures.
- Identifies and classifies incident types and service interruptions.
- Records incidents cataloging them by symptom and resolution.
- Acts under guidance to record and track reliability data for your services.
- Systematically interprets user problems and identifies solutions and possible side effects.
- Escalates complex or unresolved incidents.
- Records and tracks issues from outset to conclusion.
- During change, act’s systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
- Responds to common requests for service by providing information to enable fulfillment. Promptly allocates unresolved calls as appropriate.
- Maintains records, informs users about the process and advises relevant persons of actions taken.
- Serve as the first point of contact to users seeking technical assistance
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by users
- Direct unresolved issues to the next level of support personnel
- Follow-up and update user status and information
- Responsible for system administration (Endpoints)
- Track progress ensuring adherence to defined SLA
- Assist with onboarding of new users
- Assist in offboarding of users.
- System preparation, configuration, deployment of IT security policies
- Software installation
- Manage user creation/deletion, user profile management
- Software installation, configuration and troubleshooting
- Configure / manage various roles available under Mac/Windows/linux technologies
- Manage OS upgrades, firmware updates
- Efficiently manage user migration from one system to another
- Manage endpoint encryption
- Documentation of SOP and functional level documents
- Inventory management (Hardware and software)
- Hardware and software troubleshooting
- Configuration and troubleshooting of IT peripherals like printers, keyboards, mouse, web cameras.
- Take backup - Manual / automatic as per the defined schedules
- Assist in change management
- Assist in evaluation and POC of tools/technologies
- Assist in implementations of tools, technologies, policies, processes etc.
- Support in ensuring compliance to ISMS requirements.
- Assist during security/functional reviews. Collect and maintain evidence.
- Teamwork - Must promote a collaborative environment within and across IT teams
- Tracking SLA/service/support/license due for renewal and ensure timely renewal
- Work on resolving alerts from various systems.