IT Support & Infrastructure Analyst

Description :

Position : IT Support and Infrastructure Analyst

Location : Visakhapatnam / Vizag

Experience : 5+ years

Job Type : Permanent

Primary Skills :

- We are seeking a detail-oriented and proactive IT Support & Infrastructure Analyst to join our captive offshore team in India.

- This role will provide Tier 1 and Tier 2 support across infrastructure operations, including backup management, alert monitoring, patching, documentation, and budget tracking.

- The ideal candidate will work closely with the onshore team to ensure seamless operations and timely issue resolution.

Key Responsibilities :

Support & Monitoring :

- Provide Tier 1 and Tier 2 technical support for end-user and server-related issues.

- Monitor infrastructure alerts and escalate as needed based on severity and SLA.

- Perform initial triage and resolution of common issues (e.g., login problems, connectivity, basic server errors).

Infrastructure Operations :

- Assist with server and endpoint patching, including scheduling, deployment, and post-patch validation.

- Support backup operations : monitor job status, troubleshoot failures, and ensure compliance with retention policies.

- Maintain asset inventory and configuration documentation.

Documentation & Reporting :

- Create and maintain technical documentation, SOPs, and knowledge base articles.

- Track and report on recurring issues, patch compliance, and backup success rates.

- Assist in budget tracking and cost reporting for infrastructure-related expenses.

Process Improvement & Collaboration :

- Identify opportunities to automate or streamline routine tasks.

- Collaborate with onshore teams to align on priorities and handoff procedures.

- Participate in regular syncs with onshore support and infrastructure leads.

Qualifications :

- Bachelors degree in Computer Science, Information Technology, or related field.

- 1-3 years of experience in IT operations.

- Familiarity with monitoring tools (e.g., SolarWinds, Nagios), backup solutions (e.g., Veeam, Commvault, Rubrik), and patching tools (e.g., SCCM, WSUS, Azure Update Manager).

- Strong written communication skills for documentation and reporting.

- Experience with ticketing systems (e.g., ServiceNow, Jira).

- Basic understanding of budgeting and cost tracking in IT environments.

Preferred Skills :

- Experience working in a global support model.

- ITIL Foundation certification.

- Scripting knowledge (PowerShell, Bash) is a plus.

- Experience with Azure cloud technologies is a plus