IT Analyst

Position:
IT Analyst

Company:
New Era Technology

Location:
India, Bangalore

Employment type:
Work from office

Short Summary:
We are seeking a proactive and customer-focused IT Desktop Support Engineer to provide technical assistance and support for end-user systems, including laptops, hardware, and software. The role involves troubleshooting technical issues, ensuring timely resolution, and maintaining high levels of system availability and user productivity.

Responsibilities:
- Provide first-level technical support to end-users via Microsoft Teams, email, and remote support tools.
- Install, configure, and troubleshoot Windows operating systems and enterprise applications.
- Diagnose and resolve hardware issues related to laptops, printers, and peripheral devices.
- Set up, configure, and deploy new hardware and software for end-users.
- Support user account management activities, including password resets and authentication issues.
- Escalate complex or unresolved issues to Tier 2 support or relevant IT teams as needed.
- Accurately document all incidents, service requests, and resolutions in the ticketing system.
- Perform routine system maintenance, including updates, patches, and antivirus checks.
- Configure and manage endpoint monitoring, security, and inventory tools.
- Support and administer Microsoft 365 services, including SharePoint and Intune.
- Assist in IT projects, deployments, and system upgrades.
- Provide basic support for audio/video conferencing systems and office infrastructure devices.
- Identify trends and recurring issues through ticketing tools to improve service delivery.
- Train and mentor new hires to ensure smooth onboarding and knowledge transfer.
- Collaborate with cross-functional IT teams to ensure seamless IT operations.

Requirement:
- 1+ years of experience in IT/Technical Support.
- Excellent verbal and written communication skills.
- Strong problem-solving and multitasking abilities.
- Customer-centric mindset.
- Effective time management skills.
- Proven ability to collaborate effectively within a team.
- Flexibility to work in rotational shifts or weekends, based on business requirements.

Benefits:
- Access to continuous training and competitive benefits.
- Join a team-oriented culture that prioritizes personal and professional development.