IT On - site Support Analyst

Job Title

The job will require collaboration with global Infrastructure & Security (architects, operations), and travel will occur locally.

Key Responsibilities

End-User & Service Desk Support:

• Provide support for desktops, laptops, mobile & Ipad devices, printers, and MTR equipment.
• Responsible for ticket handling SNOW, Walkin, Direct call and other methods
• Guide users and coordinate with Helpdesk or backend teams for escalated issues.
• Support Management users and business-critical events as required.

IT Asset & Inventory Management:

• Maintain accurate records of IT assets in CMDB and perform regular audits.
• Manage the lifecycle of IT assets including procurement, deployment, maintenance, and disposal.
• Monitor inventory levels and coordinate replenishment with vendors.

Server Room & Infrastructure Support:

• Monitor and maintain server room hygiene, access control, and environmental standards.
• Provide Level 1 support for local servers and coordinate with global IT for centrally managed infrastructure.
• Monitor backups and perform restores as needed.
• Provide "eyes and hands" support for network and other infrastructure components.

Local Projects & Business Collaboration:

• Lead or support local IT initiatives such as office setups, infrastructure upgrades, and system rollouts.
• Collaborate with business teams to understand IT needs and deliver tailored solutions.
• Contribute to on-site and remote events as agreed with local management.

Operational Excellence & Compliance:

• Ensure all incidents and service requests are logged and documented in the ITSM system.
• Analyze recurring issues, identify root causes, and propose long-term solutions.
• Support internal and external audits as required.
• Liaise with management for planning purchases and vendor engagement.

Qualifications & Skills

• Bachelor's degree in IT, Computer Science, or related field.
• 5–7 years of experience in IT support, service desk, or infrastructure operations.
• Strong knowledge of Windows OS, Microsoft 365, Active Directory, and basic networking.
• Experience with ITSM tools, CMDB, and asset management systems.
• Familiarity with procurement processes, and vendor coordination.
• Experience supporting mobile workforce and field sales teams is a plus.
• ITIL Foundation certification preferred.

Location

Ferring India M&S