IT Support Analyst Senior

Experience: 4 to 5 years

Location: Hyderabad, India

Skills: Windows system administration, Unix/Linux, RedHat, Ubuntu, LAN networking, WAN networking, VLAN networking, VMware, virtualization technologies, smartphone configuration, Microsoft VDI Solutions, RDSH, video technologies, telepresence technologies, problem-solving, analytical thinking, Microsoft Certified: Azure Administrator Associate, ITIL Foundation Certification

Job Summary
As an IT Support Analyst, you will provide Tier 1 and Tier 2 technical support to Qualcomm employees, ensuring smooth operation of IT services across desktops, laptops, mobile devices, and lab equipment. Your role involves managing service requests, resolving hardware/software issues, and contributing to service standardization efforts.

Key Responsibilities
Operational Support
• Address daily IT service requests and incidents.
• Troubleshoot hardware/software issues on Windows and Linux systems.
• Support IT asset relocations within buildings and labs.
• Perform technology refreshes in line with Qualcomm standards.
Ticket Management
• Manage and resolve tickets using ServiceNow.
• Ensure timely customer communication and resolution within SLA timelines.
• Maintain detailed documentation of issues and resolutions.
Mobile Device Support
• Configure and troubleshoot Android and iOS smartphones.
On-Call & Walkup Support
• Participate in after-hours on-call rotations and provide 24/7 DFS support as needed.
• Assist walk-in users at the IT Support Center with prompt issue resolution.
Collaboration & Standardization
• Work collaboratively with IT team members and cross-functional service teams.
• Develop and maintain knowledge base articles and SOPs.
• Support critical issue resolution and lab software debugging.

Required Skills & Experience
• 4–5 years of hands-on experience in IT operations and support.




• Proficiency in Windows system administration.
• Working knowledge of Unix/Linux (RedHat, Ubuntu).
• Understanding of LAN/WAN/VLAN networking concepts.
• Familiarity with VMware and virtualization technologies.
• Experience with smartphone configuration and troubleshooting.
• Strong multitasking, organizational, and communication skills.
• Exposure to scripting and AI skills.

Education:
• Bachelor’s degree in computer engineering, Computer Science, Electrical Engineering, or Information Technology.

Key Responsibilities
1. Provide Advanced Technical Support For Microsoft VDI Solutions And RDSH By Diagnosing And Resolving Complex Incidents, Ensuring Rapid Restoration Of Services While Adhering To Quality Standards And SLAs.
2. Conduct Thorough Root Cause Analyses Of Escalated Incidents, Implementing Effective Solutions To Mitigate Technical And Security Issues, Thereby Enhancing System Reliability.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Delivering Training Sessions For New Team Members, And Coaching Analysts To Improve Team Performance.
4. Collaborate With Other Support Teams To Address Complex Tickets, Ensuring Seamless Operations, A Robust Security Posture, And Timely Resolution Of Incidents.
5. Strive For Positive Customer Experiences By Achieving First Call Resolution, Minimizing Rejected Resolutions And Reopened Cases, And Proactively Addressing Security Threats.

Skill Requirements
1. Advanced Proficiency In Microsoft VDI Solutions And RDSH.
2. Robust Understanding Of Windows Operating Systems And Touch Services.
3. Familiarity With Video And Telepresence Technologies.
4. Excellent Problem-Solving Skills And Analytical Thinking.
5. Ability To Communicate Effectively With Technical And Non-Technical Stakeholders.

Other Requirements
1. Microsoft Certified: Azure Administrator Associate (Optional But Valuable).
2. ITIL Foundation Certification (Optional But Valuable).

📌 IT Support Analyst Senior (Secunderabad)
🏢 HCL Technologies
📍 Secunderabad