Infrastructure Support Senior Engineer-Infrastructure Management

Soprasteria1; Dadri; On-site; INR 300,000 - 500,000; Full time

Job summary

Soprasteria1 in India is seeking a Service Desk professional to manage incidents, requests and changes using ServiceNow, document all incidents and adhere to SLAs. The candidate should have 2–4 years of experience and knowledge of IT infrastructure.

On-site support is occasionally required; strong communication skills and ITIL familiarity are essential. Bachelor’s/MCA/B.Tech degree is expected, with AWS knowledge considered a plus.

Qualifications

• 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.
• Previous experience in an IT Service Desk role is a plus.
• Basic knowledge of user and security groups in Active Directory.
• Occasional on-site support for end users.
• A team player who is self-motivated and takes pride in delivering excellent customer service.
• Cloud knowledge is must (AWS Cloud Practitioner certification is plus)
• Total Experience Expected: 02-04 years

Responsibilities

• 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.
• Quickly addressed and escalated issues as necessary.
• Utilize checklists to ensure that identified problems are properly addressed.
• Adhere to ITIL standards and the company's quality management system to meet service level agreements (SLAs).
• Possess knowledge of computer systems, IT infrastructure, printers, networks, servers, and their components.
• Support users for Logging - Incidents, Requests and Changes.
• Coordinate tickets to closure and handle some basic activities.

Skills

Operating systems

MS Office

Google Workspace

Active Directory

VPNs

ServiceNow

Firewalls

Network devices

ITIL

End-user support

On-site support

Cloud knowledge

Education

MCA / B.Tech / Bachelor's Degree

Tools

AWS Cloud Practitioner

MS Office

Google Workspace

Active Directory

Job description

Job Description

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.

Quickly addressed and escalated issues as necessary.

Utilize checklists to ensure that identified problems are properly addressed.

Adhere to ITIL standards and the company's quality management system to meet service level agreements (SLAs).

Possess knowledge of computer systems, IT infrastructure, printers, networks, servers, and their components.

Support users for Logging - Incidents, Requests and Changes.

Coordinate tickets to closure and handle some basic activities.

French Time zone to be adhered with France Holiday calendar.

Mandatory Skills:

• 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.
• Previous experience in an IT Service Desk role is a plus.
• Basic knowledge of user and security groups in Active Directory.
• Occasional on-site support for end users.
• A team player who is self-motivated and takes pride in delivering excellent customer service.
• Cloud knowledge is must (AWS Cloud Practitioner certification is plus)
• Total Experience Expected: 02-04 years

MCA / B.Tech / Other Bachelor's Degree

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.