Senior IT Support Analyst

Our e-commerce site and app account for a growing share of sales. Breaks are 15 minutes per four hours, and lunch is 30.

The position

This role opened up because a team member is relocating. The Senior IT Support Analyst is the first point of contact for staff with computer, phone, printer and account problems. On site, Bengaluru.

Your responsibilities

• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID
• Escalate network, server and application problems to the right team with clear notes
• Keep ticket notes and time entries up to date
• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers

Qualifications

• 6+ years of help desk or desktop support experience
• Experience with Active Directory user and group management
• High school diploma or GED required. Associate degree in IT preferred
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting
• Valid driver's licence and reliable transportation for travel between sites
• Customer service skills and patience with non-technical users

Preferred qualifications

• ITIL 4 Foundation
• Network+ or Microsoft MD-102 certification

Perks and benefits

• Overtime pay

Duration: 12 months. Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Maeda's Mercantile Inc..