Infrastructure Support Senior Engineer-Infrastructure Management
On-siteNoida, Uttar Pradesh, India
Job Summary
Manage calls, emails, chats, incidents, and alerts using the Service Now ticketing tool, ensuring all necessary details are recorded and issues are addressed promptly. Document all incidents, alerts, events, and problems using standard reporting methods while adhering to ITIL standards and the company's quality management system to meet service level agreements. Quickly address and escalate issues as necessary, utilizing checklists to ensure identified problems are properly resolved. Support users for logging incidents, requests, and changes, coordinate tickets to closure, and handle basic activities including occasional on-site support for end users. Possess knowledge of computer systems, IT infrastructure, printers, networks, servers, and their components, with a strong understanding of operating systems, Active Directory, VPNs, firewalls, and network devices.
Required Qualifications
- French Time zone to be adhered with France Holiday calendar
- Strong understanding of operating systems, MS Office, Google Workspace, Active Directory, VPNs, ServiceNow, firewalls, and network devices
- Excellent written and verbal communication skills
- Familiarity with ITIL framework and practices
- Basic knowledge of user and security groups in Active Directory
- Cloud knowledge
- AWS Cloud Practitioner certification
- MCA / B.Tech / Other Bachelor's Degree
- Total Experience Expected: 02-04 years
Desired Qualifications
- Previous experience in an IT Service Desk role is a plus
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