Infrastructure Support Senior Engineer-Infrastructure Management

Sopra Steria; Dadri; On-site; INR 350,000 - 550,000; Full time

Job summary

Sopra Steria is seeking an IT Service Desk Analyst in India to manage incidents via ServiceNow and provide on-site support as needed. The role requires 2–4 years of experience, strong knowledge of OS, Office tools, AD, VPNs, and a customer-focused mindset.

Knowledge of ITIL practices and basic cloud skills (AWS) are a plus; occasional on-site support in Dadri will be required. MCA/B.Tech or a related degree is preferred.

Qualifications

• 2–4 years of total experience in IT service desk or technical helpdesk.
• Strong knowledge of operating systems, Office suites, AD, VPNs and network devices.
• Familiarity with ITIL framework and incident management processes.
• Excellent written and verbal communication; customer-oriented approach.
• Basic knowledge of user and security groups in Active Directory.
• Occasional on-site support for end users.
• Cloud knowledge is a plus (AWS).

Responsibilities

• Manage calls, emails, chats, incidents, and alerts using the ServiceNow ticketing tool.
• Document all incidents and problems using standard reporting methods.
• Address and escalate issues promptly; follow up to ensure closure.
• Adhere to ITIL standards and SLAs.
• Coordinate tickets to closure and support end users.
• Provide on-site support as needed and coordinate change requests.

Skills

Operating systems

MS Office

Google Workspace

Active Directory

VPNs

ServiceNow

Firewalls

Network devices

ITIL

IT Service Desk

On-site support

Cloud knowledge

AWS Cloud Practitioner

Education

MCA / B.Tech / Bachelor’s Degree

Tools

ServiceNow

Active Directory

AWS

Job description

About Sopra Steria

Sopra Steria, a major Tech player in Europe with 51,000 employees in nearly 30 countries, is recognised for its consulting, digital services and solutions. It helps its clients drive their digital transformation and obtain tangible and sustainable benefits. The Group provides end-to-end solutions to make large companies and organisations more competitive by combining in-depth knowledge of a wide range of business sectors and innovative technologies with a collaborative approach. Sopra Steria places people at the heart of everything it does and is committed to putting digital to work for its clients in order to build a positive future for all. In 2025, the Group generated revenues of €5.6 billion.

The world is how we shape it.

Job Description

1. Manage calls, emails, chats, incidents, and alerts using the Service Now ticketing tool, ensuring all necessary details are recorded and issues are addressed promptly.
2. Document all incidents, alerts, events, and problems using standard reporting methods.
3. Quickly addressed and escalated issues as necessary.
4. Utilize checklists to ensure that identified problems are properly addressed.
5. Adhere to ITIL standards and the company’s quality management system to meet service level agreements (SLAs).
6. Possess knowledge of computer systems, IT infrastructure, printers, networks, servers, and their components.\
7. Support users for Logging – Incidents, Requests and Changes.
8. Coordinate tickets to closure and handle some basic activities
9. French Time zone to be adhered with France Holiday calendar.

Mandatory Skills:

1. Strong understanding of operating systems, MS Office, Google Workspace, Active Directory, VPNs, ServiceNow, firewalls, and network devices.
2. Excellent written and verbal communication skills.
3. Familiarity with ITIL framework and practices.
4. Previous experience in an IT Service Desk role is a plus.
5. Basic knowledge of user and security groups in Active Directory.
6. Occasional on-site support for end users.
7. A team player who is self-motivated and takes pride in delivering excellent customer service
8. 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.