Technical Support Engineer - IT Operations

Concentrix; Hyderabad; On-site; INR 420,000 - 620,000; Full time

Job summary

Concentrix is seeking a Technical I for IT Operations (TCF) in Hyderabad. The role focuses on service delivery, incident management, RCA, and desk-side support for end-user devices.

You will collaborate with global teams to ensure uptime and client satisfaction. The position requires hands-on experience with desktop/laptop hardware, software troubleshooting (Windows OS, MS Office, VPN), and strong adherence to security/compliance standards.

Qualifications

• Experience with service management fundamentals (ITIL) and desk-side support.
• Strong troubleshooting across network, server, and voice infrastructure is a plus.
• Familiarity with End User Computing devices (desktops, laptops, VoIP devices).

Responsibilities

• Provide service management with incident, problem, and RCA tracking.
• Coordinate with IT platform teams and client support for service delivery.
• Onboard new accounts, plan ramp-ups, and manage account movements as required.
• Assist with hardware/software troubleshooting including OS, Office suite, VPN, and video conferencing.
• Maintain compliance and security standards (COPC, ISO 27001).
• Support shift work and 24/7 operations as needed.

Skills

ITIL

End user devices

VPN troubleshooting

Active Directory

Job description

Technical I, IT Operations (TCF) Job Title: Technical I, 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.

Key Responsibility

• Excellent proven skills on service management fundamentals with hands on expertise in Problem Management, Incident Management, RCA & Ticket Analysis for deskside scoped equipments Management of site/accounts SLA, SLO with IT stakeholders and business operations.
• Hands on experience on Site IT Operations, IT Service Delivery & Shift Management.
• Coordinating with other IT platform teams & client support/helpdesk personnel.
• Deliver efficiencies by contributing to Global Projects including supporting automation initiatives by tracking & completing site specific actions/projects on time.
• Onboarding New Accounts, planning, managing Ramp Up & Ramp Downs, Account Movements & capturing new client requirements to work with the solutioning teams & get it implemented & manage pre-work for client visits.
• Coordinating with Reso team for site specific requirements related maintence activities for to UPS, Gensets, DC access etc. & facilitating with business/client for approvals for downtime Windows etc.
• Hands on experience on End user computing devices like Desktops, Laptops, Hard Phones, Wifi devices, etc. on both Hardware & Software aspects.
• Hardware – expertise in identifying & replacing faulty components for deskside, servers, Video Conferencing equipments etc.
• Software- OS level troubleshooting in Win 7 & Win 10, MS Office 2013 & Above package, Outlook config, Skype For Business, One Drive, Softphone, Antivirus troubleshooting, HDD to HDD Imaging / Ghosting, Printer, Scanner, Bio Metric, Data Encryptions, VPN troubleshooting, Wifi Config, Video Conferencing.
• Firmware updates for deskside equipment like Cisco & Avaya phones.
• Hands on handling of IT Ticket resolutions on ITIL based framework, maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance.
• L1 support for all network, server & voice infrastructure for CNX and client owned equipments.
• Trouble shooting & co-ordination for high impact/severity issues & communicating real time updates to the BRC team.
• Ensuring compliance and security for the site. Maintaining systems compliance and audits as per COPC, ISO 27001 etc. standards & ensure 100% contract compliance.
• Excellent knowledge and understanding of Network, Server & Voice infrastructure for strong troubleshooting & problem resolution skills like Ping & Tracert Analysis, End user Avaya voice troubleshooting, Active Directory Group Policy troubleshooting, DNS resolution, IP config troubleshooting etc., Hub room and Data Center Structured Cabling.
• Installation of PGP encryption software on all the desktop/laptops to ensure we are compliant to IT & Customer security policies.
• Managing Local DNS/DHCP/File server/Tivoli server for day to day operations to support Business in a BAU mode.
• Handling Bigfix servers to ensure patch deployment on desktops, compliance management are up to date in a BAU mode.
• Gain end to end understanding of client specific environment. Update & maintain Playbooks. Create Log & represent RFCs, also ensure that RFCs are executed per scope at the approved time.
• Validate client/software asset inventory & report deviations if any.
• Review daily tickets for ageing, response, resolution & publish daily dashboards. Manage off site tape movements as per the Tape Management Process. Achieving and Maintaining high IT VOC scores.
• 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 scheduled 1:1 meetings with direct manager and/or direct reports.

Location: IND Hyderabad - LSR Tudor 19th Flr (CIND) Language Requirements: Time Type: Full time