Miracle Software Systems - IT Support & Infrastructure Analyst

Description :

Job Summary :

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 to 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