Associate II ( IT Operations)

Role & responsibilities

MAJOR RESPONSIBILITIES AND ACCOUNTABILITIES

End User Support

• Provide Level 2 support for end-user computing devices including desktops, laptops, peripherals, and mobile devices.
• Troubleshoot hardware, software, operating system, and application-related issues.
• Support Windows 11, Microsoft 365, Microsoft Windows 356, Microsoft Teams, Outlook, OneDrive, and enterprise applications.
• Perform hardware deployments, replacements, upgrades, and asset lifecycle activities.

Endpoint & Device Management

• Manage devices using Microsoft Intune, Microsoft Entra ID, SCCM, and Autopilot.
• Monitor device compliance, security policies, and software deployment.
• Assist in endpoint configuration, BIOS, firmware, and driver updates.
• Support Windows imaging and provisioning activities.

IT Service Management

• Handle incidents, service requests, and problem tickets through ServiceNow.
• Ensure adherence to SLA and KPI targets.
• Perform root cause analysis for recurring incidents.
• Maintain accurate documentation and knowledge articles.
• Participate in Change Management activities following ITIL practices.

Infrastructure & Collaboration Support

• Support network connectivity including LAN, Wi-Fi, VPN, DNS, DHCP, and Active Directory.
• Troubleshoot Microsoft Teams, Cisco Webex, and conferencing room technologies.
• Support Windows 365 Cloud PC and Virtual Desktop Infrastructure (VDI).
• Coordinate with infrastructure teams for escalated issues.

Asset & CMDB Management

• Maintain accurate IT asset inventory.
• Support CMDB reconciliation and asset discovery activities.
• Ensure hardware and software records remain up to date.
• Participate in asset audits and lifecycle management.

Monitoring & Operational Excellence

• Monitor IT infrastructure health using enterprise monitoring tools.
• Participate in proactive issue identification and preventive maintenance.
• Identify opportunities for automation and process improvement.
• Assist in implementing operational best practices.

Project Support

• Support IT infrastructure rollouts and migration projects.
• Assist with office expansions, technology refreshes, and deployment activities.
• Coordinate with vendors during installations and implementations.
• Participate in testing new technologies before production rollout.

Documentation & Reporting

• Maintain technical documentation, SOPs, and operational runbooks.
• Prepare operational dashboards and service reports.
• Track recurring issues and recommend corrective actions.

Customer Service

• Deliver exceptional customer support with strong communication skills.
• Coordinate with business users and global IT teams.
• Ensure timely resolution of incidents and requests.
• Escalate issues appropriately while maintaining ownership.

REPORTING STRUCTURE

Does this position formally supervise employees?

No

JOB SPECIFICATIONS

Qualification

• Bachelor's Degree in Engineering, Computer Science, Information Technology, or any related discipline.

Experience

24 years of experience in IT Operations, End User Computing, Desktop Engineering, or Enterprise IT Support.

Experience in one or more of the following areas is preferred:

• Microsoft Intune
• Microsoft Entra ID (Azure AD)
• Windows 10/11 Administration
• Microsoft 365 Administration
• ServiceNow
• Active Directory
• SCCM
• Windows Autopilot
• Windows 365 Cloud PC
• Cisco Webex
• Microsoft Teams
• Endpoint Security Solutions
• IT Asset Management
• CMDB Management

TECHNICAL SKILLS

The ideal candidate should possess knowledge and experience in:

• Microsoft Windows Administration
• Microsoft Intune Device Management
• Microsoft Entra ID
• Microsoft 365 Administration
• ServiceNow Incident & Request Management
• Windows Imaging and Deployment
• Endpoint Security
• Hardware Troubleshooting
• Desktop & Laptop Support
• Network Troubleshooting (LAN/WAN/Wi-Fi/VPN)
• Active Directory Administration
• IT Asset Management
• CMDB Fundamentals
• Microsoft Teams & Cisco Webex Support
• Windows 365 Cloud PC
• Basic PowerShell scripting (preferred)
• ITIL Foundation knowledge (preferred)

BEHAVIORAL COMPETENCIES

• Excellent analytical and troubleshooting skills.
• Strong customer service orientation.
• Effective verbal and written communication skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Strong collaboration and teamwork.
• Problem-solving mindset.
• Ownership and accountability.
• Continuous learning attitude.
• Ability to work independently with minimal supervision.

OTHER SKILLS

• ITIL Foundation Certification (Preferred)
• Microsoft Endpoint Administrator certification (Preferred)
• Microsoft 365 Fundamentals (Preferred)
• Experience supporting global users.
• Experience working in a 24x7 operational environment.
• Knowledge of healthcare IT environments is an added advantage.

WORK ENVIRONMENT

• Rotational shifts including weekends and holidays as per business requirements.
• On-call support during critical incidents and maintenance activities.
• Ability to support office moves, technology deployments, and hardware installations.
• Prolonged sitting and standard office environment.
• Occasional travel within office locations based on project requirements.

KEY PERFORMANCE INDICATORS (KPIs)

• Incident SLA Compliance
• First Time Resolution (FTR)
• Customer Satisfaction (CSAT)
• Device Compliance Score
• Asset Inventory Accuracy
• Change Success Rate
• Request Fulfillment Time
• Knowledge Article Contributions
• CMDB Data Accuracy
• Automation & Process Improvement Initiatives