Technical Analyst AP

Lighthouse; Dadri; On-site; INR 400,000 - 640,000; Full time

Job summary

Lighthouse is seeking a Technical Analyst to provide 24x7 global IT support for hardware and software used in production. This role covers service desk activities, content delivery to technology teams, and collaboration across departments. Based in Lighthouse India, you will support end users and help maintain IT standards.

You will participate in on-call rotations, work with vendors, and contribute to security best practices while grow­ing your IT expertise within a collaborative environment.

Qualifications

• 1–3 years of previous service desk/end user support experience in a corporate environment.
• Hands-on experience servicing desktops, laptops, printers, and mobile devices.
• Experience supporting Microsoft Office, Office 365 administration and other application software.
• Willingness to be on-call for occasional night/weekend shifts.
• ITIL V3 certification desired; familiarity with Service Now.

Responsibilities

• Provide Tier I/II support to end users with exceptional customer service skills.
• Answer, evaluate and prioritize service requests via chat, email and in person for users.
• Perform move/add/change tasks for desktop/laptop hardware and software systems.
• Meet SLA requirements for problem resolution.
• Log and track issues in service management tools.
• Build/deploy, patch and support end user devices and peripherals.
• Maintain inventory of hardware and software assets.
• Manage vendor repair and returns of defective equipment.
• Learn eDiscovery applications to assist with support across the organization.
• Maintain security practices for supported applications.
• Keep team informed of trends or delays during work.
• Collaborate with IT team members as needed.
• Participate in creation and maintenance of IT standards and procedures.
• Participate in on-call rotations.

Skills

Customer service

Communication

Team collaboration

Education

B.S. in Computer Science

Tools

Service Now

Active Directory

Exchange

SharePoint

Citrix/VMware

Job description

Job Summary

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.

Role Overview

The Technical Analyst will provide 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.

Responsibilities

• Provide Tier I/II support to end users with exceptional customer service skills.
• Answer, evaluate and prioritize service requests via chat, email and in person for users. Provides regular and timely updates to customers.
• Perform 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.
• 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 the normal course of work.
• Collaborate with other IT team members as needed.
• Participate in creation and maintenance of IT standards and procedures.
• Participate in on call shift rotations periodically (including evenings and weekends).
• Perform other related duties as assigned.

Requirements

• B.S. in Computer Science or a related field.
• 1 to 3 years of previous service desk/end user support experience in a corporate environment.
• Hands-on experience servicing/troubleshooting desktops, laptops, printers, mobile devices, and other peripherals.
• Experience supporting Microsoft Office, Office 365 administration and other application software.
• Demonstrated ability to build, maintain and support workstation images.
• Demonstrated ability to work with vendors to procure, inventory, repair, and manage computing assets.
• Experience managing remote desktop, Citrix/VMware View/Cloud PC environments.
• Ability to effectively collaborate within an IT team with shared responsibilities.
• Working/practical knowledge of IP networking principles
• Working/practical knowledge of Active Directory, Exchange, and SharePoint
• Willing to be on-call for occasional night and/or weekend support.
• Prefer Microsoft certifications commensurate with position.
• ITIL V3 certification desired
• Experience with Service Now

Work Environment

• 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).

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

Disclaimer: This job and Location 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.