Senior IT Analyst

Overview

Provide technical support to end-users, resolve complex software and hardware issues, and manage IT systems, security protocols and end-user lifecycle processes for Velsera.

What you'll do

• Provide technical support for requests in the IT Portal.
• Diagnose and troubleshoot complex software and hardware issues, remotely and in-person.
• Escalate issues when necessary to other IT management or vendors.
• Manage and maintain IT systems, including user accounts, reviews, and security protocols.
• Develop and implement IT policies and procedures.
• Provide training to end-users as needed.
• Monitor and maintain accurate and timely inventory of hardware and software.
• Maintain lifecycle of office hardware and network infrastructure along with general troubleshooting.
• Collaborate with other IT personnel to ensure smooth operations of IT systems.
• Assist with the onboarding and offboarding processes for new and departing employees.
• Assist with shipping and tracking equipment to remote users and troubleshooting any issues that arise during the process.
• Stay up-to-date with emerging technologies and recommend solutions to enhance efficiency and effectiveness of IT systems.
• Execute on individual defined project plans assigned.

What you'll need

• Minimum of 2 years of experience in a Help Desk or technical support role.
• Strong technical knowledge of Windows and Mac operating systems, Microsoft Office Suite, and other common business applications.
• Experience with O365, Active Directory, Exchange, and networking protocols.
• Willingness to learn new systems and troubleshoot difficult problems.
• Strong command on English language and interpersonal skills.
• Ability to work independently and as part of a team.
• Ability to prioritize and manage multiple tasks and projects simultaneously.
• Experience leading projects to completion.
• Strong organizational skills.

Nice to have

• Bachelor's degree in Information Technology or related field preferred.
• Previous experience using PowerShell.
• Certifications such as A+, Network+, and ITIL are a plus.
• A degree in computer science, information technology, or related field is preferred, but not required.
• M365 administration experience.
• MDM experience managing devices, software, licenses, etc.
• Deep understanding managing Mac devices in a M365 environment.

Details

• Location: Pune, Maharashtra, India.
• Hybrid work model.