IT Systems Analyst

soti; Ernakulam; On-site; INR 350,000 - 600,000; Full time

Job summary

SOTI is seeking a capable IT Service Desk professional in Kerala, India, with 3–4 years of IT experience to support computer systems, software, and hardware. You will diagnose issues, manage assets, and ensure service levels are met across North America/EMEA/APAC markets.

The role requires a proactive, detail-oriented individual capable of prioritizing workload and delivering high-energy support, including after-hours as needed. Knowledge of Office 365, AD, SCCM, and networking is essential.

Qualifications

• Degree/Diploma in Computer Science, IT or a related technical discipline.
• 3–4 years of progressive IT experience with strong technical background.
• Ability to communicate with Business Unit staff and IT personnel.

Responsibilities

• Provide technical assistance and support for service desk tickets via in-person, online, or phone.
• Investigate and resolve issues, escalate when needed, and communicate resolutions.
• Follow up with customers to ensure issues are resolved within SLA.
• Install, modify, and repair computer hardware and software; run diagnostics.
• Manage asset inventory across locations and maintain ITIL practices.

Skills

Customer Service

Problem Solving

Windows OS

Active Directory

SCCM

Office 365

Networking

Education

Degree/Diploma in Computer Science/IT

Tools

MS SCCM

Active Directory

Hyper-V

Office 365

Job description

SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.

What You'll Do

• Provide technical assistance and support for incoming service desk tickets either in person, online, or over the phone for issues related to computer systems, software, and hardware.
• Investigate & resolve issues reported by users and communicate with specific resources to resolve escalated issues.
• Follow up with customers to ensure issues have been resolved.
• Able to plan, prioritize and organize workload working within service level agreement standards and agreed objectives.
• Install, modify, and repair computer hardware and software.
• Run diagnostic programs to resolve problems.
• Able to react to change productively and handle other essential tasks as assigned.
• Manage and track hardware requirements ensuring that the asset inventory for all offices and properties across North America/EMEA/APAC is updated and maintained.
• Work to automate processes, develop reports, and implement ITIL best practices related to Service Desk/Helpdesk operations.
• Ensure that the company's data and information are protected from unauthorized access.
• Provision access requests for corporate applications within an enterprise environment.
• Provide solutions to any complex IT-related challenges in the organization.
• Attend and contribute to team meetings.
• Integrate and support new technologies as required.
• Follow and adhere to IT department policies and procedures.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Must have a positive 'can-do' attitude.
• Must be punctual and have the ability to work 'off/after' hours as needed.
• Must be able to thrive in a high-energy environment.

Job-Specific Knowledge, Technical Skills, and Abilities:

• Customer Service Skills, Problem Analysis, and Problem-Solving Skills
• Ability to prioritize and manage own workload without direct supervision.
• Experience with technology product evaluation, selection, acquisition, integration, and deployment processes.
• Strong project planning, organizational, and time management skills.
• Ability to handle multiple jobs at the same time.
• Ability to take proactive steps in managing problems.
• Experience with the implementation of both enterprise and departmental solutions.
• Strong interpersonal, written, and verbal communication skills.

Experience You'll Bring

• Degree/Diploma in Computer Science, Information Technology, or a similar technical discipline.
• At least three to four years of progressive experience in IT, with a strong technical background.
• Ability to speak comfortably with Business Unit staff as well as technical IT personnel.
• Must be able to perform a moderate to deep level of hands-on support.
• Experience with Servers, Networks, Storage, MS SCCM products, & Active Directory
• Working knowledge of Office 365 Platform (Including Teams).
• Working knowledge of Active Directory/SCCM/Windows Platform.
• Working knowledge of Windows 10 & Mac OSX.
• Working knowledge of LAN/WAN Environments.
• Experience with virtualization environments (Hyper V)
• Experience with VoIP Phone Systems
• Excellent attention to detail
• Excellent analytical and troubleshooting skills.

Nice to Have:

• A+, Network+, Security+, MCSA, MCSE, ITIL certification

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