Sr IT Analyst

Job Summary

• Sr IT Analyst
• IT Telecomms
• IT - Other
• Kochi
• Permanent / Full Time

The Role

• At least 4-6 years of experience in IT Service Desk / Windows Server / Technical Support / Remote Support Services.
• Experience dealing with international clients or customers preferred.
• To provide customer service Inbound outbound support to IT clients, engineers and staff.

• To continuously improve the Efficiency and Excellence of Service Delivery as measured by Client Satisfaction ratings

Role Responsibilities

• Advanced knowledge of Microsoft 365 administration, including licensing, user management, Exchange Online, Teams, SharePoint, and OneDrive.
• Advanced Active Directory administration, including Users, Groups, Attributes, Organizational Units (OUs), Group Policy Objects (GPOs), permissions, and identity troubleshooting.
• Strong understanding of domain environments, workgroups, authentication methods, and hybrid identity concepts.
• Experience administering and troubleshooting Multi-Factor Authentication (MFA), Conditional Access, and identity-related issues.
• Strong understanding of VPN technologies, remote connectivity, and troubleshooting remote access issues.
• Advanced knowledge of Distribution Lists, Security Groups, Dynamic Groups, Shared Mailboxes, and Microsoft 365 group management.
• Strong understanding of mail flow, message tracing, email routing, spam filtering, and email delivery troubleshooting.
• Advanced troubleshooting and configuration of Microsoft Outlook and related email client issues.
• Experience configuring and troubleshooting network printers, print servers, and printing services.
• Strong understanding of file permissions, network drive mappings, shared folders, and access management.
• Strong understanding of Microsoft Intune and Microsoft Entra ID (Azure AD), including device management, compliance policies, and application deployment.
• Advanced Windows desktop and endpoint troubleshooting skills, including operating system, application, profile, and performance issues.
• Basic understanding of email security platforms such as Mimecast, Proofpoint, Microsoft Defender, or equivalent.
• Ability to independently diagnose and resolve Level 2 Desktop troubleshooting, connectivity, and infrastructure-related issues.
• Experience creating, reviewing, and maintaining technical documentation, knowledge base articles, and standard operating procedures.
• Strong understanding and practical application of ITIL best practices, including Incident, Request, Problem, Change, and Knowledge Management processes.
• Ability to act as a technical escalation point, mentor junior analysts, and contribute to continuous service improvement initiatives.

General Requirements

• Excellent verbal and written communication skills with proven experience supporting international customers and managing complex customer interactions.
• Ability to work effectively under pressure, manage competing priorities, and consistently meet service level agreements (SLAs).
• Demonstrated adaptability and commitment to continuous learning across emerging technologies and support processes.
• Good problem-solving skills; ability to visualize a problem or situation and think abstractly to solve it.
• Willing to work in a 24x7 work environment.

Desired Skills

• Servers
• O365
• Intune
• Mimecast
• Exclaimer
• Sophos / Crowdstrik / Defender / SentinalOne
• VMware
• DHCP
• DNS
• Group Policy
• Hyper-V
• SCOM
• SCCM

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.