Systems Administration Analyst - L1.5 Support

Systems Administration Analyst - L1.5 Support

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Systems Administration Analyst - L1.5 Support to join our team in Bangalore, Karnātaka (IN-KA), India (IN).

General Duties and Responsibilities

In these roles, you will be responsible for:

• Provide exceptional IT Service Desk support, guidance, and training to end-users for various IT devices, applications, or processes.
• Record, update, and escalate support issues to the next level promptly.
• Engage in discovering new IT business tools to support our business users.
• Seek, suggest, evaluate, and implement process and technology improvements.
• Willing to learn grow in other IT Business areas
• Candidate should be technically sound with Windows Troubleshooting with registry edit (No Boot, No internet, optimization), MAC (optimization, mac troubleshooting), MDM, Autopilot Devices Setup, SCCM, Amazon Workspaces, Citirx , Active Directory (basic troubleshooting), Outlook troubleshooting, Printer Troubleshooting, External Monitor troubleshooting & docking station, Network drives.
• Typically, the Analyst level participates in a supportive role by acting as a liaison between customer and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner.
• Shift: Rotational shift. Qualification: Graduate with minimum 3+ years of experience in a technical support role. - Knowledge of troubleshooting Windows 10, Win 8 Operating system, PC Hardware, Basic Knowledge of Internet Explorer, Networking, Messaging, and MS Office, COTS applications etc.
• Must be able to speak fluent English; possess excellent writing and comprehension skills with excellent customer handling skills.
• Central Point of Coordination for all end-user service requests related to device monitoring, IMAC support, break-fix resolution, and asset lifecycle management.
• Remote Resolution First – Attempt to resolve software/hardware issues before field dispatch.
• Field tech and OEM CO-ordination - Warrantly checks, process replacements, Co-ordinate logistics, remote contact for Field Services.
• Proactive Endpoint Monitoring – Laptops/desktops: uptime, CPU/memory/disk usage, network latency, performance drops, patch compliance.
• Threshold Management – Detect anomalies, open tickets, and attempt scripted remediation.
• Remote Desktop Support - Application Installations/Configuration – Handle failed automated installs and configure business apps per SOP.
• Device Provisioning/Deprovisioning – Apply profiles, policies, patches, and applications via Intune/SCCM.

Requirements for this Role Include:

• Excellent English written and verbal communication skills.
• Exceptional customer service skills.
• Great team player
• 24/7 rotational shifts and week offs.
• Work from office is mandatory.
• Excellent communication skills, comfortable working with various stakeholders.
• Strong troubleshooting skills, bug-finding, and resolution.
• Ability to work independently within a diverse global team.
• IT software and hardware troubleshooting knowledge and skills (Win 10, macOS, iOS, Android, Google Suite and Microsoft Environment).
• Knowledge of Field Services, Desktop Engineering, Asset management, MAC would be a winner.