IT Support Specialist, Senior
Infor
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Job summary
Infor is seeking a Senior IT Support Specialist to lead end-user support, hardware troubleshooting, and application assistance across Windows, Linux, and macOS. You will govern AV operations, mentor staff, and drive process and automation improvements across end-user onsite support and service desk.
You will work with internal teams and vendors to ensure scalable IT service delivery, continuous improvement, and robust asset lifecycle management while enabling AI-powered enhancements and
Qualifications
- Bachelor's degree or diploma in Computer Science, Electronics, AV, or related fields.
- 10–12 years IT support across multi-OS environments.
- Proficient in troubleshooting Windows, macOS, and Linux.
- Experience with Office 365, Active Directory, and endpoint tools (e.g., Intune, SCCM, JAMF).
- Networking fundamentals and remote access knowledge (VPN, VDI).
- Experience implementing Gen AI or automation in IT support/service desk.
- Strong communication and mentoring skills; ability to coach junior staff.
- 5 Days Work from Office in a Week (No work from home option).
Responsibilities
- Provide Level 2/3 end-user support for laptops, hardware diagnostics, replacements, and vendor coordination.
- Troubleshoot across Windows, Linux (Ubuntu), and macOS; mentor junior technicians.
- Manage imaging, OS deployment, software installation, driver updates and validation.
- Coordinate with imaging, networking, and security teams for migrations.
- Support internal and SaaS applications, including email, VPNs, printers, and connectivity.
- Own and improve IT ticketing workflows; identify recurring issues for permanent fixes.
- Build, maintain, and standardize documentation, SOPs, and playbooks.
- Lead workstation visits and assist with new-hire setup (monitors and assets).
- Lead AV setup and troubleshooting for meetings and events; ensure flawless AV execution.
Skills
Education
Tools
Job description
We are seeking an experienced IT Support Specialist – Senior to lead high-quality end-user support, hardware troubleshooting, and application assistance across Windows, Linux, and macOS platforms. Beyond hands-on resolution, this role owns AV operations governance, mentors junior support staff, drives process and automation improvements across the end user onsite support and service desk, and works closely with internal teams and vendors to ensure seamless, scalable IT service delivery and continuous improvement mindset.
Information Technology
Hyderabad
We are seeking an experienced IT Support Specialist – Senior to lead high-quality end-user support, hardware troubleshooting, and application assistance across Windows, Linux, and macOS platforms. Beyond hands-on resolution, this role owns AV operations governance, mentors junior support staff, drives process and automation improvements across the end user onsite support and service desk, and works closely with internal teams and vendors to ensure seamless, scalable IT service delivery and continuous improvement mindset.
- Provide Level 2/3 support for laptops (hardware diagnostics, replacements, vendor coordination) and act as the escalation point for complex or repeat issues.
- Troubleshoot and resolve issues across Windows, Linux (Ubuntu), and macOS, mentor junior technicians on advanced diagnostics.
- Managed imaging, OS deployment, software installation, driver updates, and post-deployment validation.
- Coordinated with imaging, networking, and security teams to ensure smooth migration
- Support internal and SaaS-based applications, including email, VPNs, printers, and network connectivity.
- Own and continuously improve IT ticketing workflows to track incidents and service requests, identifying recurring issues for permanent fixes.
- Build and maintain documentation, SOPs, and troubleshooting playbooks; review and standardize documentation created by junior team members.
- Lead workstation visits for physical connectivity or issue diagnosis and act as senior point of contact for new hire setup (monitors and other asset installation).
- Identify repetitive, high-volume ticket categories (password resets, access requests, standard hardware issues) and design automation or self-service workflows to reduce manual effort.
- Collaborated with automation teams supporting infrastructure automation initiatives
- Proven hands-on experience in Automation on service improvements and volume reduction.
- Evaluate and pilot Gen AI-powered tools (AI chatbots, virtual agents, knowledge-based copilots) for L1/L2 query deflection and faster first-response times.
- Use Gen AI tools to draft, summarize, and continuously refine SOPs, troubleshooting playbooks, and knowledge base articles from historical ticket data.
- Partner with IT Infrastructure and vendors to implement automated asset lifecycle workflows (auto-provisioning, auto-ticket routing, auto-CMDB updates) to reduce manual tracking errors.
- Analyse ticket trends and service desk metrics using AI/analytics tools to proactively flag recurring problems and recommend root-cause fixes.
- Automated routine administrative activities using PowerShell, Workflows and AI Tools
- Own the full lifecycle of IT hardware assets from request, procurement, deployment, refresh, return, and disposal.
- Ensure all assets are accurately recorded and maintained in the CMDB/Asset Management System, drive data accuracy audits.
- Track ownership, location, warranty, lifecycle status, and asset tags.
- Drive inventory hygiene, OOW disposal, and laptop readiness tracking; manage spare inventory with 100% matching on procurement versus allocation.
- Lead periodic physical and system-based asset audits and report on compliance gaps.
- Ensure PC refresh activities follow policy, and CMDB records remain accurate.
- Set up, operate, and troubleshoot AV equipment for meetings and events, including complex or executive-level setups, Tow-Halls setup and Management.
- Support audio systems, microphones, and video conferencing solutions; troubleshoot escalations from junior AV support staff.
- Ensure flawless AV execution for in-person and virtual events, including contingency planning for critical meetings.
- Work closely with IT Infrastructure, AV, Security, and Facilities teams on cross-functional initiatives, representing the service desk in planning discussions.
- Coordinate with and manage third-party vendors for warranty claims, service fulfilment, and SLA adherence.
- Ensure hardware call logs are placed on time with no impact to users; own BAU continuity for the support function.
- Bachelor's degree (B.Sc., B.Tech.) or diploma in Computer Science, Electronics, AV, or related fields.
- 10–12 years of hands-on IT support experience across multi-OS environments, including experience mentoring or leading junior support staff.
- Proficient in troubleshooting Windows, macOS, and Linux (Mandatory Requirement).
- Experience in Windows, macOS, Office 365, Active Directory, and endpoint management tools (e.g., Intune, SCCM, JAMF).
- Experience of networking fundamentals and remote access technologies (VPN, VDI, etc.).
- Strong working knowledge of Active Directory, remote support tools, and endpoint security practices.
- Hands-on experience implementing Gen AI or automation tools (chatbots, RPA, workflow automation) within an IT support or service desk environment.
- Excellent analytical, communication, and interpersonal skills; ability to guide and coach junior team members.
- 5 Days Work from Office in a Week (No work from home option).
- Certifications: Apple ACSP, ITIL Foundation/Intermediate is a plus.
- Experience supporting hybrid (remote + in-office) workforce environments.
- Familiarity with ITIL processes, asset management tools, and service desk automation/AI platforms (e.g., ServiceNow AI, Microsoft Copilot, chatbot tools).
- Hands on experience in PowerShell or Python
- Agile/Lean experience in support operations or continuous improvement initiatives.
Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
For more information visit www.infor.com
At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization.
We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.
Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section.
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