Analyst (Support & Operations)

Print Server Management Manages and maintains print server infrastructure, including installation and configuration of printers, drivers, and print queues. Handles of spooler issues, print job failures, and connectivity problems. Monitors printer health and availability, and processes onboarding and decommission requests of Printer Queues. Engaging with Customer to present Print related Tickets (Weekly , Monthly Basis) DHCP Administration Handles basic DHCP-related requests such as IP conflict reporting, lease verification, and creating or modifying IP reservations. Monitors DHCP scope utilization and perform cleanups. Logs and tracks incidents in the ticketing system and escalate scope or failover issues to the L2/L3 team. Basic Windows Administration Administers Windows Server environments covering day-to-day operations such as user and group management in Active Directory. Handles OS patching, performs incident troubleshooting, and supports server provisioning and decommissioning. AWS Administration (Basic) Manages core AWS services including EC2 instance provisioning, and EBS volume management. Monitors resource health using Dynatrace, raises and resolves infrastructure incidents, and supports cloud cost optimization through rightsizing and tagging. Coordinates with cloud engineering teams for escalations, change approvals, and architecture decisions.

Key Responsibilities

1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements null

Other Requirements

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