Technical II, IT Operations (TCF)

cnx; Hyderabad; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Concentrix Hyderabad invites applications for Technical II, IT Operations (TCF). You will provide end-user support across desktop, network, telephony and applications, maintaining systems to meet SLA expectations.

The role emphasizes problem-solving, clear communication, and disciplined incident handling in a 24/7 setting. You will engage in incident control, backups, image readiness, and site security, ensuring adherence to PCI/HIPAA guidelines and corporate standards across on-site

Qualifications

• End user IT support across desktop, network, telephony and application(s).
• Maintain, analyze, troubleshoot and repair/upgrade computer systems and peripherals.
• Escalation point to ensure tickets and incidents meet SLAs.
• Ability to work in a 24/7 on-premises environment with shift rotations.

Responsibilities

• Active participation in Incident Management and Sev1 troubleshooting.
• Manage backups, tape inventory and off-site restoration requests.
• Support transitions on image and desktops readiness.
• Ensure security controls and compliance for AD group policy deployments.
• Conduct periodic health checks, asset validation and inventory updates.
• Coordinate with CNX and client-owned equipment for service delivery.

Tools

Tivoli

Active Directory

DNS

DHCP

Backup

Job description

Job Title: Technical II, IT Operations (TCF)

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world's best brands, today and into the future. We're solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we're the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today's hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we're proud to be recognized with awards such as "World's Best Workplaces," "Best Companies for Career Growth," and "Best Company Culture," year after year.

We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.

Join us and be part of this journey towards greater opportunities and brighter futures. The Technical Support Engineer II provides end user support across the organization's desktop, network, telephony and application(s) environment. The candidate will maintain, analyze, troubleshoot and repair/replace/upgrade computer systems, hardware, software and computer peripherals, as well as serve as an escalation point to ensure tickets/incidents are resolved according to SLAs. The position requires excellent communication skills, attention to detail and problem-solving capabilities. This position also regularly exercises discretion and judgment to determine priorities, appropriate action plans and is accountable from end to end to insure the on premises network is up and running correctly.

Key Duties and Responsibilities

• Active participation in Incident Management. In case of Sev1 incidents, validate from production floor all the artifacts and extract details like Ping/Trace Route and initiate troubleshooting session with all platforms to isolate the problem.
• Ensure completion/addition/modification of Backup is managed & monitored daily. Managing Tape inventory for Concentrix & Customer owned Tapes and moving them weekly to off-site location. Catering to restoration of data on requests received from Business.
• Supporting new Transitions on Image & Desktops Readiness.
• Ensuring all PCI, HIPPA accounts are IT security compliant as per PCI, HIPPA etc. guidelines.
• All security controls are implemented starting from Active Directory group policy deployment on all production desktops.
• BCP test for IT infrastructure, links/firewalls specific to all accounts. Performing failover tests for Firewall, Network, Servers AD/DNS/DHCP services, PA & BA switch testing to ensure we are compliant with BCP guidelines and contractual obligations to the customer.
• Ensuring compliance & security for the site. Maintaining system compliance & audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance.
• L2 support for all network, server & voice infrastructure for CNX and client owned equipments as applicable.
• SSAE activity.
• PGP Desktops Validation, OU Users Policy validation & Computer OU policy validation.
• Tickets review of all pending tickets.
• Site Hardening testing.
• Validating these controls like printer permissions, AD Users & computers permissions for restriction of c: drive permission, saving rights, software installation rights & software deployment on desktops.
• Validation & updation of images & documents on Tivoli servers to ensure all images are updated with latest patches, customer software, Service Packs etc.
• Measure & support b/w consumption of accounts and monthly reporting.
• Validation of Client Asset/Software with client and ensuring all these assets are a part of inventory.
• Updating Daily/Monthly/Quarterly/Half Yearly/Yearly Health Checklist.
• Managing Local DNS /DHCP/File server/Tivoli server for service delivery location as day-to-day operation to support Business.
• Achieving and Maintaining high IT VOC scores. Action planning for identified áreas.
• Rotational Shifts, willing to work predominantly in night shifts, 24/7 environment
• Complete all assigned, mandatory training within the timeframe provided
• Conduct and/or participate in regularly sc