It Support Analyst

2 days ago

Mumbai, Maharashtra, India Enermech Full time ₹ 5,00,000 - ₹ 12,00,000 per year

We are seeking an experienced IT Support Analyst to join our dynamic IT team in Mumbai. The ideal candidate will be responsible for providing comprehensive desktop and IT support, managing the helpdesk system, and contributing to strategic IT projects. This role offers the opportunity to work closely with a global IT team and gain hands-on experience across a wide variety of technologies, including hardware, software, cloud, and endpoint security solutions.

Key Responsibilities

  • Manage the IT Support Helpdesk: Receive, prioritize, and resolve IT tickets efficiently, ensuring adherence to defined SLAs.
  • End-user support: Deliver prompt, high-quality support to users across hardware, software, and peripheral devices.
  • Issue escalation: Identify unresolved issues and escalate them according to standard IT support processes.
  • Hardware and software management: Install, maintain, and support desktops, laptops, peripherals, and software applications.
  • Server support: Assist with server maintenance and troubleshooting as needed.
  • Process improvement: Continuously analyze IT support workflows and suggest improvements to enhance efficiency.
  • Project involvement: Participate in both individual and team IT projects, applying project management principles to ensure successful outcomes.
  • Preventive procedures: Develop checklists and preventive measures to reduce recurring IT issues.
  • Stakeholder engagement: Build and maintain strong relationships with internal stakeholders to ensure smooth IT operations.

Preferred Candidate Profile

  • Education: Bachelors Degree or Diploma in Computer Science, Information Technology, or related field.
  • Experience: Minimum 3 years in IT support, with hands-on exposure to L2 and L3 level support.
  • Technical expertise: Strong knowledge of WinTel environment, hardware & software installations (IMAC), and workplace deployment services and Microsoft Intune.
  • Certifications: Microsoft Certifications (MCP, MCSE, MCSA) or equivalent (CompTIA, O365).
  • Tools & technologies: Hands-on experience with Microsoft Intune, endpoint security, Office 365, and basic cloud technologies.
  • IT frameworks: Understanding of ITIL or similar service process frameworks.
  • Asset management: Experience managing hardware, software licenses, and workplace assets.

Personal Qualities

  • Strong analytical and problem-solving skills.
  • Ability to work independently as well as part of a collaborative team.
  • Excellent communication skills in English, both written and spoken.
  • Flexibility to work outside standard office hours when required.
  • Strong customer service orientation and interpersonal skills.

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