IT Infrastructure Analyst III

Allstate Northern Ireland Limited; Pune District; On-site; INR 500,000 - 900,000; Full time

Job summary

Allstate India is seeking an IT Helpdesk/Technical Support professional to diagnose and resolve hardware, software, and network issues. The role emphasizes Microsoft 365/Azure AD administration, incident management, and working within ITIL processes.

Shifts are rotational with mandatory on-site support; work-from-home is not applicable. You will engage with infrastructure and security teams to ensure reliable IT services and strong customer satisfaction.

Qualifications

• Windows and Mac OS support experience required.
• Experience with ITIL processes and ServiceNow preferred.
• Proficient in endpoint management (Intune, SCCM) and Azure AD.

Responsibilities

• Install, configure, and maintain desktops, printers, and mobile devices.
• Document incidents, resolutions, and procedures.
• Support onboarding/offboarding activities.
• Configure and support mobile devices via MDM.
• Investigate and resolve complex desktop, application, and network issues.
• Manage tickets per ITIL; handle high-priority incidents.
• Administer Microsoft 365, Azure AD, Intune, endpoint management.
• Create technical documentation and knowledge base articles.
• Collaborate with infrastructure, security, and apps teams.

Skills

Windows 11 Support

MAC support

ServiceNow

Networking Fundamentals

Remote Support Tools

Customer service

Intune

SCCM

Azure Active Directory

Education

Bachelors Degree (4 year)

Tools

ITIL

Job description

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties.

And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs.

From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection.

Job Description Provide technical support to end users by diagnosing and resolving hardware, software, network, and Microsoft 365-related issues. Ensure timely resolution of incidents and service requests, maintain high levels of customer satisfaction, and support the organization's IT infrastructure through effective troubleshooting, user administration, and adherence to service management processes. Ensuring full adherence to all IT and security compliance requirements. This role requires strong technical expertise, problem-solving skills, and a customer-centric approach to deliver reliable and efficient IT support services.

Support Model: Rotational shifts with mandatory on-site support; work-from-home is not applicable. Support Model: Rotational shifts with mandatory Work from Office only. Work-from-home is not applicable.

Key Responsibilities

• Install, configure, and maintain Windows/Mac OS desktops/laptops, printers, and mobile devices.
• Document incidents, resolutions, and procedures.
• Support onboarding and offboarding activities.
• Configure and support mobile devices using Mobile Device Management (MDM) solutions.
• Investigate and resolve complex desktop, application, and network issues.
• Manage incident, problem, and change tickets according to ITIL processes.
• Administer Microsoft 365, Azure AD, Intune, and endpoint management platforms.
• Create technical documentation and knowledge base articles.
• Collaborate with infrastructure, security, and application teams.
• Handle critical and high-priority incidents.
• Perform root cause analysis and implement preventive measures.
• Coordinate with vendors and third-party support teams for hardware repairs and warranty services.
• Leadership and stakeholder management skills.
• Provide remote troubleshooting support.
• Communicate effectively with users regarding ticket status.
• Deliver excellent customer service while meeting defined Service Level Agreements (SLAs).
• Support conference room technologies, video conferencing systems, and collaboration tools.

Required Skills

• Windows 11 Support
• MAC support
• ServiceNow
• Networking Fundamentals
• Remote Support Tools
• Strong customer service and communication skills
• Endpoint management (Intune, SCCM)
• ITIL framework knowledge
• Root cause analysis and troubleshooting skills
• ITIL Foundation, Microsoft certifications preferred
• Knowledge of Windows/MAC operating systems
• Basic networking concepts (TCP/IP, DNS, DHCP)
• Azure Active Directory / Entra ID

Education

• 4 year Bachelors Degree (Preferred)

Experience

• 2 or more years of experience (Preferred)

Supervisory Responsibilities

• This job does not have supervisory duties.

Education & Experience (in lieu)

• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

Primary Skills

Incident Management, Information Technology (IT) Infrastructure, Infrastructure Monitoring, IT Infrastructure Support, Problem Resolution

Shift Time

Shift A (India)

Joining our team isn’t just a job — it’s an opportunity. One that takes your skills and pushes them to the next level. One that encourages you to challenge the status quo. One where you can shape the future of protection while supporting causes that mean the most to you.

Allstate offers an environment that fosters innovative thinking where you’ll be able to explore your ideas and feel proud of the work you do.

With offices in Bengaluru and Pune, the company offers expertise to the parent organization’s business areas including technology and innovation, accounting and imaging services, policy administration, transformation solution design and support services, transformation of property liability service design, global operations and integration, and training and transition.

Learn more about Allstate India here.

Allstate helps protect nearly 16 million households with auto, home, life, and retirement products.

We want every professional connected to Allstate to be committed to giving our customers the best and that means finding the best talent. We want you to be our next great addition.