Infrastructure Support Senior Engineer-Infrastructure Management

Sopra Steria USA; India; On-site; INR 300,000 - 600,000; Full time

Job summary

Sopra Steria USA is seeking an IT Service Desk professional in India to handle calls, emails and incidents using ServiceNow. You will document issues, follow ITIL practices and ensure SLAs are met.

The ideal candidate has 2–4 years of experience, strong communication skills, knowledge of Windows and AD, and familiarity with cloud concepts such as AWS. Some on-site support may be required.

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 IT Service Desk experience is a plus.
• Basic knowledge of user and security groups in Active Directory.
• Occasional on-site support for end users.
• Cloud knowledge is must (AWS Cloud Practitioner certification is plus)

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.
• Escalate issues as necessary and coordinate tickets to closure.
• Adhere to ITIL standards and the company’s quality management system to meet SLAs.
• Support users for Logging – Incidents, Requests and Changes.
• Occasional on-site support for end users.
• Coordinate tickets to closure and handle some basic activities
• French Time zone to be adhered with France Holiday calendar.

Skills

Operating systems

MS Office

Google Workspace

Active Directory

VPNs

ServiceNow

Firewalls

Network devices

ITIL awareness

Communication skills

Education

MCA

Tools

Windows OS

Linux

AD tools

Job description

Company 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

Qualifications

MCA / B.Tech / Other Bachelor's Degree

Additional Information

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.