Sr. Analyst – Technology Support Services

Keka Inc.; Pune District; On-site; INR 450,000 - 700,000; Full time

Job summary

Integrative Systems in Pune, India, is seeking a Technology Support Services Analyst to manage incidents and restore IT services within SLAs. You will handle L1 support across IBM i, Windows, and enterprise apps, reporting to the Manager, Technology Support Services, India.

The role covers end-user support for corporate and retail users, with a focus on triage, ticketing, and coordination with Level 2/3 teams. 24x7 coverage is required on a rotational basis, including weekends and holidays.

Qualifications

• 2–4 years of experience in a Service Desk, Help Desk, 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.

Responsibilities

• Provide Level 1 technical support to corporate and retail users via phone, email, chat, and ticketing systems.
• Log, categorize, prioritize, update, and manage incidents and requests within the ITSM platform.
• Meet SLAs and provide timely status updates to users and stakeholders.
• Troubleshoot desktops, laptops, mobile devices, printers, and related peripherals.

Skills

Customer service

Communication

Multitasking

Technical troubleshooting

Time management

Education

Bachelor’s degree in Information Technology

Equivalent practical experience

Tools

Jira Service Management

Freshservice

ServiceNow

Zendesk

Windows OS

Active Directory

MFA

VPN

Job description

5-7

Pune

Full-Time

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.

• 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 elevate 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 off‑boarding 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.
• 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 elevate 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.
• Adaptability in a 24x7 Support Environment
• Technical Troubleshooting
• Microsoft 365 Support
• Active Directory Administration
• Communication Skills
• Problem Solving & Analytical Thinking
• Documentation & Knowledge Management
• Attention to Detail

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 aspireto 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 what's 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 you'll 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 associate's wellbeing , we create an environment that fosters optimism, mindfulness, authenticity, belongingness, meaning, and vitality.