Sr. Analyst - Technology Support Services

Integrative Systems; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Integrative Systems is seeking a Sr Analyst for Technology Support Services to manage end-to-end incident lifecycle for IT services. You will provide L1 IBM i (AS400) user support, handle ticketing, and assist with password resets and access management across enterprise environments.

The role requires hands-on support across Windows 365, MS 365 apps, and remote users, with readiness for 24x7 shifts and strong communication for escalation and resolution.

Qualifications

• 2-4 years experience in a Service Desk or IT Support role.
• Bachelor’s degree in information technology or related field.
• Experience supporting enterprise/retail environments.
• Experience providing voice, chat, email, and remote end-user support.
• Willing to work in a 24x7 support environment with rotational shifts.

Responsibilities

• Provide L1 support for IBM i (AS400) users and resolve access/session issues.
• Log, categorize, prioritize, and manage incidents and service requests in ITSM.
• Support Windows OS and Microsoft 365 applications including Outlook/Teams.
• Assist with Active Directory/user administration and MFA enrollment.
• Coordinate escalations to Level 2/3 and vendors when needed.
• Monitor system alerts, perform basic health checks, and document resolutions.

Skills

IBM i AS400

Incident management

Customer support

Windows 365 support

Remote support

Education

Bachelor's in IT

Tools

Jira Service Management

Freshservice

ServiceNow

Zendesk

Job description

Sr Analyst - Technology Support Services

Position Description:

We are looking for an enthusiastic and dynamic Technology Support Services Analyst for our organization. As a Technology Support Services Analyst, your primary responsibilities will be to manage the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services. Your main goals are to follow incident management protocols and restore provided IT services to normal operation following SLAs and KPIs. Communicating and escalating major system issues to all levels of management. This position reports to the Manager, Technology Support Services, India.

Essential Responsibilities:

IBM i (AS400) User Support:

• Provide L1 technical support for IBM i (AS400) users by diagnosing and resolving common access, connectivity, and session-related issues.
• Assist users with IBM i terminal emulator configuration, profile setup, and connectivity troubleshooting.
• Verify user profiles, access permissions, and application availability based on approved access requests.
• Support password resets, account unlocks, profile enablement, and basic user administration activities in accordance with established procedures.
• Monitor IBM i system alerts, job failures, and operational notifications and escalate issues according to defined support procedures.
• Validate completion of scheduled jobs, interfaces, and batch processing activities using documented monitoring procedures.
• Perform basic health checks of IBM i applications and services and report abnormalities to L2/L3 support teams.
• Assist in identifying and documenting recurring IBM i issues, trends, and service-impacting events.
• Verify successful completion of backups, scheduled jobs, and overnight processing based on established monitoring guidelines.

Service Desk End User Support

• Provide Level 1 technical support to corporate and retail store users via phone, email, chat, and ticketing systems.
• Serve as the first point of contact for incidents, service requests, and technical inquiries.
• Accurately log, categorize, prioritize, update, and manage incidents and service requests within the ITSM platform.
• Manage a high volume of tickets while meeting established Service Level Agreements (SLAs).
• Provide timely communication and status updates to users and stakeholders.

Desktop Application Support

• Troubleshoot desktops, laptops, mobile devices, printers, scanners, and related peripherals.
• Support Microsoft Windows operating systems and standard enterprise applications.
• Provide Level 1 support for Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Office applications.
• Support remote users using approved remote access and remote support tools.

Retail Store POS Support

• Support retail store operations including POS systems, barcode scanners, receipt printers, cash drawers, pin pads, label printers, and related peripherals.
• Troubleshoot store technology issues impacting sales, billing, payment processing, and customer service operations.
• Identify and prioritize business-critical incidents affecting store operations and coordinate escalations as required.
• Support store openings, relocations, technology refreshes, and hardware deployments.

User Administration Access Management

• Support Active Directory user administration, including password resets, account unlocks, group membership changes, and basic access requests.
• Assist with onboarding and offboarding activities, including account provisioning, device setup, and access coordination.
• Support Multi-Factor Authentication (MFA) enrollment and secure access solutions.

Voice, Network Connectivity Support

• Provide Level 1 support for IP phones and softphones, including platforms such as Vonage, Avaya, Microsoft Teams Phone, or similar technologies.
• Troubleshoot voicemail, device registration, login issues, and coordinate vendor escalations when necessary.
• Perform basic troubleshooting of LAN, Wi-Fi, VPN, printer connectivity, and remote access issues.

Monitoring, Escalation Documentation

• Monitor alerts, dashboards, system notifications, and service monitoring tools and initiate incident response procedures as required.
• Perform initial troubleshooting, collect diagnostic information, document findings, and escalate unresolved issues to Level 2, Level 3, infrastructure, network, security, application support teams, or external vendors.
• Follow standard operating procedures, knowledge base articles, and incident management processes.
• Document resolutions and contribute to knowledge base improvements and process enhancement initiatives.
• Participate in shift handovers and ensure accurate communication of outstanding issues.

Education Experience

• 2-4 years of experience in a Service Desk, Help Desk, Technical Support, or IT Support role.
• Bachelor s degree in information technology, or related field, or equivalent practical experience.
• Experience supporting enterprise and/or retail environments.
• Experience providing voice, chat, email, and remote support to end users.
• Willingness to work in a 24x7 support environment, including rotational shifts, weekends, and holidays as required.

Required Qualifications

• Experience using IT Service Management (ITSM) tools such as Jira Service Management, Freshservice, ServiceNow, Zendesk, or similar platforms.
• Working knowledge of Windows operating systems, Microsoft 365, Active Directory, and end-user computing support.
• Experience handling password resets, account unlocks, user provisioning, and access management requests.
• Experience supporting VPN, Multi-Factor Authentication (MFA), and secure remote access technologies.
• Basic understanding of IBM i (AS400) user access support and terminal emulator connectivity.
• Ability to perform first-level triage and impact assessment for business-critical incidents.
• Experience working within defined SLAs, escalation procedures, and service management processes.
• Ability to multitask and manage multiple incidents simultaneously while maintaining service quality.
• Strong customer service and communication skills.

Preferred Qualifications

• Experience supporting retail, distribution, manufacturing, or multi-site business environments.
• Exposure to POS systems and retail technology platforms.
• Knowledge of ITIL Incident, Request, Problem, and Change Management processes.
• Familiarity with remote monitoring and management tools.
• Basic knowledge of networking concepts and troubleshooting methodologies.

Key Skills Competencies

• Adaptability in a 24x7 Support Environment
• IBM i (AS400) User Access Support
• Customer Service Excellence
• Incident Management
• Technical Troubleshooting
• Retail POS Support
• Microsoft 365 Support
• Active Directory Administration
• Communication Skills
• Problem Solving Analytical Thinking
• Time Management Prioritization
• Documentation Knowledge Management
• Team Collaboration
• Attention to Detail
• Continuous Learning Mindset

About Integrative Systems:

We are a reputable 20+-year-old software development and back-office optimization firm based in Chicago with clients for Microsoft applications (desktop, web, and mobile), IBM i, JDA MMS, and BPCS throughout North America and Canada.

• We have an exceptional work culture that is vibrant, and performance-driven - A workplace that you will aspire to be a member of.
• We proactively work towards creating an environment - wherein every associate is incentivized to think independently; bring to bear diverse and dynamic resources to resolve complex problems collaboratively. And most importantly, understand the meaning and growth in their work.
• We work with a belief that everyone associated with Integrative should grow professionally and personally. Therefore, we seek out whats best for our co-workers.
• We strive to create a workplace that 100 people would absolutely love, not a place that 1000 people kind of like. To achieve this, we try to create job experiences, not job opportunities.
• We know the importance of adding the FUN in business fundamentals at the right time - yet are a well-disciplined, profitable, well-oiled engine of growth. So, when we hire new talent, we lookout for someone who can balance work-life easily.
• We hire only the best. For a typical position, we sift through one hundred resumes and interview at least ten people. Make it in, and youll be working with some of the best minds in the business. We understand that A people attract A people.
• We do not ride on anything short-term - no short-term market trends, short-term profits, or any short-cuts. Hence, we look for talent who usually believes in stability and commitment more than short-term benefits.
• We understand that when a person joins, he/she brings in various dimensions of their being - physical, emotional, social, mental, and spiritual aspects to the workplace, not just vocational. And because we address all these dimensions for every associates wellbeing, we create an environment that fosters optimism, mindfulness, authenticity, belongingness, meaning, and vitality.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.