Senior IT Support Analyst

Public sector agencies, utilities and large health systems licence our asset management platform under multi-year contracts. We run one of the larger SaaS platforms for commercial insurance carriers, processing millions of policy transactions a year. Releases go out Tuesday mornings, never on Fridays.

The position:

Stonehill Data has an opening for a Senior IT Support Analyst. We want someone who stays calm with frustrated users and keeps good notes in the ticket. This role is fully remote within India. We use Slack, Notion and Google Meet. Cameras on for team calls.

Day to day:

• Troubleshoot Microsoft 365 issues in Outlook, Teams, OneDrive and SharePoint.
• Track hardware inventory and warranty status in the asset system.
• Write and update knowledge base articles for common problems.
• Install and update approved software and remove anything unlicensed.
• Set up new hires with accounts, equipment and access on day one, and collect equipment from leavers.
• Connect remote users to VPN and troubleshoot access issues.
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.

Qualifications:

• 5+ years of help desk or desktop support experience.
• Customer service skills and patience with non-technical users.
• CompTIA A+ certification or equivalent hands-on experience.
• Experience with Active Directory user and group management.
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.
• High school diploma or GED required. Associate degree in IT preferred.
• Familiarity with Microsoft 365 admin tasks.

Nice to have:

• Meraki or Ubiquiti networking gear.
• Basic PowerShell scripting.
• ITIL 4 Foundation.
• Intune, Jamf or SCCM/MECM.

Benefits:

• Health insurance for you and your family.
• Provident fund.
• Paid leave.
• Group term life insurance.

Please submit your CV in English.

Start: Within 30 days.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Stonehill Data Pvt Ltd.