Birlasoft—Analyst-Cloud & Infra Operations

Job description

Description: Area(s) of responsibility - Excellent verbal and written communication skills. - Strong customer service orientation with the ability to handle user queries professionally. - Strong understanding of computer hardware, software, and networking principles to troubleshoot technical issues effectively. - Extensive knowledge of Microsoft Intune or proficiency in other mobile device management technologies. - Expertise in providing remote support for mobile devices. - Respond to IT support requests via phone, chat, and email. - Download, install, and configure software based on user requirements. - Ensure proper use of applications, networks, and IT equipment. - Test and update existing software as required. - Escalate complex or advanced IT support cases to the appropriate teams. - Maintain IT documentation, including network, asset, and user details. - Document all actions taken, troubleshooting steps, and resolutions accurately in the ticketing system. - Support hardware troubleshooting, including coordination for replacement of equipment and peripherals such as computers, terminals, network devices, and server-related components. - Ensure optimal performance of computer networks and related systems. - Ability to work flexible shifts and adapt to changing work schedules. - Prior experience working in a Support Center or Service Desk environment. - Analyze issues and identify appropriate software or hardware solutions. - Understanding of ITIL concepts; ITIL Foundation certification preferred. - Good understanding of Microsoft applications, Microsoft 365, and Active Directory. - Ability to work independently with minimal supervision.