IT Analyst
IntegriChain
- Pune, Maharashtra
- Permanent
- Full-time
- Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware for IntegriChain office and remote support for other offices, as needed.
- Triage issues and service requests via phone, email, chat (Slack), and remote control as necessary.
- Troubleshoot the end user's issue and resolve upon first contact, when possible.
- Accurately record and document all details of the issue or service request, including categorization and priority into the IT service ticketing system.
- Provide remote access/VPN support.
- Provide "how to" assistance on all internally supported devices, applications and systems.
- Escalate issues to appropriate second- and third-level subject-matter experts in accordance to service-level agreements, and follow up on incidents when appropriate.
- Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.
- Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups.
- Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.
- Support laptops and employee- related technology deployment, including mobile devices
- Install, modify, and repair computer hardware and software.
- Install computer peripherals for users.
- Create training material, and train users on company used equipment and applications.
- Support LANs, WANs, network segments, Internet, and intranet systems.
- Communicate with various vendors, as needed, to support IT and daily user activities
- Collaborate on IT initiatives and projects with cross functional teams
- Bachelor's/Master's degree required, in Computer Science/Information Technology or related field
- Minimum 2-3 years experience in an IT support function
- CompTIA A+ certification
- Experience with laptop builds, both windows and mac, application installation, encryption process, hardware and software troubleshooting.
- Solid understanding of networking technology and principles
- Solid understanding of software licensing and how it is applied.
- Experience in supporting the following solutions: Active Directory, antivirus, file sharing, productivity applications (i.e. Microsoft Office Suite, O365, GSuite, etc.), VPN clients, phones
- Networking: Broad knowledge of various elements of network systems, along with how each element can impact security
- Operating Systems: Able to work on all types of operating systems and platforms, including iOS, Windows, and Linux
- Experience in supporting NetSuite OpenAir will be considered a plus point for this position
- Should be a good listener.
- Good command over English language.
- Excellence in written and verbal communication skills.
- Presentation skills.
- Mission driven: Work with the purpose of helping to improve patients' lives!
- Excellent and affordable medical benefits + non-medical perks including Flexible Paid Time Off and much more!
- Robust Learning & Development opportunities including over 700+ development courses free to all employees