Infrastructure Support Analyst
About this role
Minimum 4 to 6 years of experience in infrastructure support, systems administration, IT operations or Level 2/3 technical support.
• Strong experience using ITSM platforms such as Freshservice, ServiceNow, Jira Service Management or equivalent.
• Experience managing incidents, service requests, problem tickets, and change records.
• Good understanding of ITIL principles and service management practices.
• Proven ability to manage priorities, follow up actions, and meet SLA commitments. Technical Skills
• Microsoft 365 administration and support.
• Microsoft Teams administration and support.
• Entra ID / Azure AD / On-prem AD operational support.
• Exchange Online, SMTP and mail flow troubleshooting.
• Proofpoint Email Security or similar email security platforms.
• DNS, DHCP, and certificate management.
• Windows administration and general infrastructure support.
• Knowledge of working with remote sites and supporting rack equipment like UPS and network devices
• Awareness of networking concepts such as switches, access points, firewalls, WAN, Internet connectivity, and routing. Infrastructure Support Analyst
• Awareness of AWS and cloud service concepts, with the ability to coordinate managed service providers rather than perform deep engineering.
Company at a glance
Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company, is a global intelligence partner to enterprises across healthcare, banking and financial services, communications, media, technology, retail, and utilities.
We combine more than 25 years of domain expertise with an agent-first delivery model to design, build, and operate intelligent enterprise operations.
Our inch-wide, mile-deep practitioners work collaboratively to reimagine business process management. This is our Intelligence That Operates promise, powered by Kairos, the operating system that makes it real.
We unify consulting, implementation, and operations into a single full-stack engagement and underwrite outcomes, not effort, turning deep domain intelligence into a compounding operational advantage for the world's most regulated industries.
Our Firstsourcers are driven to Make It Happen for more than 200 leading global brands, including several Fortune 500 and FTSE 100 companies, across operations in the US, UK, India, Philippines, Mexico, Romania, Trinidad & Tobago, South Africa, and Australia.
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