IT Infrastructure Analyst III

Provide technical support to end users by diagnosing and resolving hardware, software, network, and Microsoft 365-related issues. Ensure timely resolution of incidents and service requests, maintain high levels of customer satisfaction, and support the organization's IT infrastructure through effective troubleshooting, user administration, and adherence to service management processes. Ensuring full adherence to all IT and security compliance requirements.

This role requires strong technical expertise, problem-solving skills, and a customer-centric approach to deliver reliable and efficient IT support services.

Support Model: Rotational shifts with mandatory on-site support; work-from-home is not applicable.

Support Model: Rotational shifts with mandatory Work from Office only. Work-from-home is not applicable.

Key Responsibilities

• Install, configure, and maintain Windows/Mac OS desktops/laptops, printers, and mobile devices.
• Document incidents, resolutions, and procedures.
• Support onboarding and offboarding activities.
• Configure and support mobile devices using Mobile Device Management (MDM) solutions.
• Investigate and resolve complex desktop, application, and network issues.
• Manage incident, problem, and change tickets according to ITIL processes.
• Administer Microsoft 365, Azure AD, Intune, and endpoint management platforms.
• Create technical documentation and knowledge base articles.
• Collaborate with infrastructure, security, and application teams.
• Handle critical and high-priority incidents.
• Perform root cause analysis and implement preventive measures.
• Coordinate with vendors and third-party support teams for hardware repairs and warranty services.
• Leadership and stakeholder management skills.
• Provide remote troubleshooting support.
• Communicate effectively with users regarding ticket status.
• Deliver excellent customer service while meeting defined Service Level Agreements (SLAs).
• Support conference room technologies, video conferencing systems, and collaboration tools.

Required Skills

• Windows 11 Support/ MAC support
• ServiceNow
• Networking Fundamentals
• Remote Support Tools
• Strong customer service and communication skills.
• Endpoint management (Intune, SCCM).
• ITIL framework knowledge.
• Root cause analysis and troubleshooting skills.
• ITIL Foundation, Microsoft certifications preferred
• Knowledge of Windows/MAC operating systems.
• Basic networking concepts (TCP/IP, DNS, DHCP).
• Azure Active Directory / Entra ID

Education

4 year Bachelors Degree (Preferred)

Experience

2 or more years of experience (Preferred)

Supervisory Responsibilities

This job does not have supervisory duties.

Education Experience (in lieu)

In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

Primary Skills

Incident Management, Information Technology (IT) Infrastructure, Infrastructure Monitoring, IT Infrastructure Support, Problem Resolution

Shift Time

Shift A (India)