Job Overview

Birlasoft is hiring for an Analyst-Cloud & Infra Operations position in Noida. The role focuses on providing IT support to users, troubleshooting hardware, software and networking issues, supporting mobile devices, maintaining IT documentation and ensuring effective resolution of service requests.

The position requires strong verbal and written communication, a customer-focused approach and the ability to analyze technical issues and identify suitable hardware or software solutions. The role also involves working independently, adapting to flexible shifts and escalating complex cases to the appropriate teams.

Key Responsibilities

• Respond to IT support requests through phone, chat and email while providing professional customer service.
• Download, install and configure software according to user requirements.
• Help users make proper use of applications, networks and IT equipment.
• Test and update existing software when required.
• Analyze technical issues and determine appropriate software or hardware solutions.
• Escalate complex or advanced IT support cases to the relevant teams.
• Maintain IT documentation covering network, asset and user information.
• Record troubleshooting actions, steps taken and resolutions accurately in the ticketing system.
• Support hardware troubleshooting and coordinate equipment and peripheral replacements when required.
• Support issues involving computers, terminals, network devices and server-related components.
• Help maintain optimal performance of computer networks and related systems.
• Provide remote support for mobile devices.

Required Skills

• Excellent verbal and written communication skills.
• Strong customer service orientation and the ability to handle user queries professionally.
• Strong understanding of computer hardware, software and networking principles for technical troubleshooting.
• Extensive knowledge of Microsoft Intune or proficiency with other mobile device management technologies.
• Expertise in remote support for mobile devices.
• Good understanding of Microsoft applications, Microsoft 365 and Active Directory.
• Ability to analyze issues and identify appropriate hardware or software solutions.
• Ability to work independently with minimal supervision.
• Ability to work flexible shifts and adapt to changing work schedules.

IT Support and Infrastructure Scope

The role covers end-user IT support across software, hardware, networks and mobile devices. Responsibilities include software installation and configuration, application support, hardware troubleshooting, network-related support and remote mobile-device assistance.

The position also involves maintaining information about networks, assets and users, documenting support activities in the ticketing system and coordinating the replacement of hardware and peripherals. Complex or advanced incidents are escalated to the appropriate support teams.

Microsoft and Mobile Device Management

Candidates should have extensive knowledge of Microsoft Intune or equivalent proficiency with mobile device management technologies. The role also requires remote support capabilities for mobile devices and a good understanding of Microsoft 365 and Active Directory.

ITIL and Service Desk Experience

Prior experience working in a Support Center or Service Desk environment is required by the job description. Candidates should understand ITIL concepts, and an ITIL Foundation certification is preferred.

Work Environment

The position requires flexibility to work different shifts and adapt to changing work schedules. The role also requires the ability to work independently with minimal supervision while escalating complex technical cases when appropriate.

Work Mode & Location

The position is based at the Birlasoft office in Noida, India. The supplied job description does not explicitly state a remote or hybrid work arrangement, so the SoftoJobs configured default work mode is onsite.

Who Should Apply

This opportunity is suited to IT support professionals with customer-service skills, technical troubleshooting knowledge and experience in a Support Center or Service Desk environment. Candidates familiar with Microsoft Intune or mobile device management, Microsoft 365, Active Directory, networking, hardware support and ITIL concepts can align with the requirements stated in the job description.

How to Apply

Apply now through SoftoJobs to explore this opportunity.