IT Support Analyst

Uplight; Pune District; On-site; INR 300,000 - 600,000; Full time

Benefits offered by this job

Medical insurance

Monthly wellness stipend

Peer to peer recognition program

Management by objectives bonus plan

Innovative flexible time-off policy

Collaborative culture

Job summary

Uplight in Pune, India seeks an IT Support Analyst I to ensure smooth daily IT operations and user satisfaction. You will provide Tier 1 support for the corporate environment, covering hardware, software, and cloud-based applications.

You will log requests, track cases, and assist with cloud/SaaS security in a cloud-first setup. The role emphasizes strong communication, team collaboration, and a proactive service mindset.

Qualifications

• 3+ years of HelpDesk/Support experience
• Bachelor's degree or equivalent in a related field
• Excellent written and verbal communication skills

Responsibilities

• Provide tier 1 IT support for the corporate environment (network, servers, Mac and Windows laptops, cloud apps)
• Troubleshoot hardware/software problems and remote access issues
• Log requests in Freshservice and maintain case histories
• Verify resolutions with users and close cases
• Create and maintain IT team documentation
• Manage IT asset inventory for Uplight India

Skills

Helpdesk experience

Self-motivated

Service-minded

Team player

Good communicator

Mac OS

Windows OS

MS Office & Google Apps

Mobile device support

Written & verbal communication

Adaptability

Education

Bachelor's degree or equivalent

Tools

Freshservice

Google Workspace

OpenVPN

Jira

AWS

Job description

The Position We are seeking an IT Support Analyst I to join our team and help us achieve our ambitious goals for our business and for the planet. Description Summary In some companies, the Helpdesk Administrator is a thankless job, but not at Uplight.

In many ways, you'll be seen as the most service-minded, thoughtful, positive, and helpful person in the whole company, and it makes sense - you're there to ensure that everyone has the tools needed to make this the best job they've ever had. As a result, it's possible that you'll be lauded as a hero and lifted to crowd surf through the office, or at least get regular shout-outs at all-hands meetings to thank you for your superlative work.

The Uplight IT Team is crucial to the success of the company. We handle a high volume of requests and manage a lot of systems so it's a great place to build your skills.

What you get to do:

• Provide tier 1 support for all Information Technology (IT) corporate environment, including network, servers, Mac laptop and Windows laptop and cloud based application issues
• Troubleshoot and resolve end-user hardware/software problems including remote access software
• Track end user requests in a service request ticket tracking system such as Freshservice, for hardware/software problems by opening cases and keeping case histories current and complete
• Verify with the user/customer that the problem has been resolved and close case
• Perform basic testing of workstations, and communication equipment, etc.
• Elevate unresolved tickets to the appropriate 2nd level support
• Learn about cloud infrastructure and SaaS security in a complex, cloud-first environment
• Create, update, and organize documentation for the team and the company
• Manage inventory of IT assets for Uplight India Uplight

What you bring to Uplight:

• 3+ years of HelpDesk/Support experience
• Self-motivated
• Service-minded
• A team player and a great communicator with your peers
• Exposure to Mac OS and Windows OS
• Experience with Microsoft Office and Google Apps (G Suite / Workspace)
• Experience with supporting mobile devices such as phones and tablets, Android, iOS, etc.
• Exceptional communication skills, both written and verbal
• Ability to adapt quickly to a dynamic environment in regard to technology and processes.

Bonus Points:

• Experience with the following software: Amazon Web Services, JumpCloud SSO, Atlassian Confluence, Jira, Freshservice, Google Cloud Platform, OpenVPN, Google Workspace.

What makes working at Uplight amazing:

In addition to all the standard medical benefits, that kick in Day 1, we are:

• Proud to be over 600+ world-wide purpose-driven individuals helping to create a more sustainable planet.
• Committed to the environment, our employees, and our communities.
• Focused on career growth by following defined career ladders.
• Committed to taking our work and mission seriously and ... we love to laugh! We also provide:

We also provide:

• Medical insurance
• Monthly wellness stipend
• Peer to peer recognition program
• Management by objectives bonus plan
• Innovative flexible time-off policy
• Exceptionally collaborative

Uplight Qualifications

• You hold a bachelor’s degree in a business-related field or have a similar combination of education and experience

Uplight provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type without regard to race (including hair texture and hairstyles), color, religion (including head coverings), age, sex, national origin, caste, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Uplight