Technical Analyst AP

Lighthouse; Bengaluru; On-site; INR 500,000 - 700,000; Full time

Job summary

Lighthouse India seeks a Technical Analyst to provide 24x7 global IT support for production hardware and software. You will handle user requests, maintain workstation images, perform moves and changes, and ensure SLA targets while collaborating with IT teams.

The ideal candidate has a BS in CS, 2–3 years in desktop support, strong communication, and familiarity with ITIL; knowledge of M365, SCCM and ServiceNow is a plus. Willingness to work shifts is required.

Qualifications

• Bachelor's degree in Computer Science or related field and 2–3 years in user support.
• Experience servicing desktops and laptops, printers and related peripherals.
• Knowledge of ITIL incident management and strong communication skills.

Responsibilities

• Answers, evaluates and prioritizes service requests via phone, voicemail, email and in person for users.
• Provides Tier I plus support to end users with strong customer service.
• Build, maintain and support workstation images; basic knowledge of SCCM and M365.
• Perform move/add/change tasks for desktop/laptop hardware and software.
• Meet SLA requirements for problem resolution and log issues in service tools.
• Support VOIP, video conferencing hardware and manage vendor returns as needed.

Skills

Desktop Support

System Engineering

M365 basics

SCCM Basics

End User Support

Networking basics

Security Practices

ITIL Incident Management

Education

B.S. in Computer Science or related field

Tools

ServiceNow

SCCM

Microsoft 365 / M365

Job description

What is special about Lighthouse?
Lighthouse is built on a foundation of unique, compassionate, highly driven individuals. We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success. We grow together and are stronger together.

What is special about Lighthouse?
Lighthouse is built on a foundation of unique, compassionate, highly driven individuals. We elevate the strengths and talents of those around us while leveraging opportunities for growth. We offer the experience of solving complex problems while continuing to grow multiple facets of your career. Lighthouse is where innovation meets support and where collaboration is the key ingredient to success. We grow together and are stronger together.

What’s unique about this role?
LHAP/Lighthouse India is currently seeking Technical Analyst. To be successful in this role you must be reliable, hardworking, technically savvy and a quick learner.

Technical Analyst will assist in providing 24x7 global (US/UK/India) IT support for our hardware and software used in production, manage/deliver content and services to technology teams and other departments in the organization.

• Answers, evaluates and prioritizes service requests via phone, voicemail, email and in person for users. Provides regular and timely updates to customers.
• Provides Tier I plus support to end users with exceptional customer service skills.
• Ability to build, maintain and support workstation images, basic knowledge of Desktop Support, System Engineering, M365 basics, SCCM Basics, End User Support, networking, LAN, WAN basics, technical activities, good communication skills.
• Performs move/add/change tasks for desktop/laptop hardware and software systems
• Meet SLA requirements for problem resolution.
• Log and track issues in our service management tools.
• Build/deploy, patch and support end user desktops, laptops, mobile devices and other related equipment.
• Maintain accurate inventory of computer hardware and software assets related to the service desk function.
• Maintain key performance metrics related to Tier I/II support functions
• Support VOIP telephony systems and video conferencing hardware and software.
• Manage vendor repair and returns of defective equipment as necessary.
• Learn eDiscovery applications to assist with support across the organization.
• Maintain best practices on security for supported applications.
• Keep manager and other team members informed of trends, delays or complications that arise during normal course of work.
• Collaborate with other IT team members as needed.
• Participate in creation and maintenance of IT standards and procedures.
• Other duties as assigned.

Bring your passion and together we will shine. It would also be great if you have the following:

• B.S. in Computer Science or a related field.
• Typically requires 2 to 3 yrs of experience servicing/troubleshooting desktops, laptops, printers,
• Willing to learn customer/user support in a corporate environment.
• Microsoft certifications preferred
• Excellent communication skills
• Candidate should be aware of incident management process of ITIL.
• Candidates should be flexible to work in rotation shifts.
• mobile devices and other peripherals. Experience with Service Now a plus
• Microsoft certifications and ITIL V3 certification desired
• Demonstrated ability to build, maintain and support workstation images.
• Demonstrated ability to work with vendors, inventory management, repair and mange computing assets.
• Ability to effectively collaborate within an IT team with shared responsibilities.

Work Environment and Physical Demands

• Duties are performed in a typical office environment while at a desk or computer table.
• Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting.
• Duties may require being on call periodically and working outside normal working hours (evenings and weekends).

Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. We welcome any talents and contributions you can bring to the team and are deeply committed to growing an environment where everyone can feel safe, is respected, and can show up as themselves. Come as you are!

As a trailblazer and catalyst for change, Lighthouse rises to each opportunity to help our clients and our people do what they do best—shine.

This position will work for and be employed by Lighthouse's India subsidiary, which is an independent company located in India.