IT Systems Analyst

SOTI Inc; Ernakulam; On-site; INR 420,000 - 640,000; Full time

Job summary

SOTI Inc. is seeking a capable Service Desk/IT Support professional to provide technical assistance for tickets related to computers, software, and hardware. You will diagnose issues, install and repair hardware/software, and manage asset inventory across global offices.

The role requires strong customer service skills, problem solving, and the ability to work within SLA standards, with a proactive, can-do attitude.

Qualifications

• Customer service and problem-solving skills for a service desk.
• Ability to prioritize and manage workload with minimal supervision.
• Experience with enterprise deployment and ITIL practices.

Responsibilities

• Provide technical assistance for service desk tickets related to computers, software, and hardware.
• Install, modify, and repair hardware and software; run diagnostics.
• Manage asset inventory across locations and ensure data protection.

Skills

Customer Service Skills

Problem Analysis

Problem-Solving Skills

Time Management

Communication Skills

Organizational Skills

Hands-on Support

Networking Knowledge

Education

Degree/Diploma in Computer Science or IT

Tools

MS SCCM

Active Directory

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.

SOTI does not charge any fees at any stage of the recruitment process. You can verify the authenticity of any SOTI job opportunities by visiting SOTI Careers. SOTI shall not be liable for any fraudulent recruitment activities carried out by unauthorized individuals or organizations.

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 #LI-AS2

SOTI is a proven innovator and industry leader for simplifying business mobility solutions by making them smarter, faster and more reliable. With SOTI’s innovative portfolio of solutions, organizations can trust SOTI to elevate and streamline their mobile operations, maximize their ROI and reduce device downtime. Globally, with over 17,000 customers, SOTI has proven itself to be the go‑to mobile platform provider to manage, secure and support business‑critical devices. With SOTI’s world‑class support, enterprises can take mobility to endless possibilities. For more information, visit soti.net.