Analyst (Support & Operations)

Experience: Not Available to Not Available years

Location: Gautam Buddha Nagar, India

Skills: Active Directory Domain Services, Group Policies, PKI, Microsoft ADCS, certificate lifecycle management, certificate-based authentication, remote desktop support, network problem diagnosis, customer service, CSAT, Knowledge base update

Job Summary
Active Directory Administration
Manage and support Active Directory Domain Services (AD DS) infrastructure
Configure and maintain: Domain Controllers, Sites & Services
DNS, replication, and trust relationships
Create and manage: Users, groups, OUs, and service accounts
Implement and manage Group Policies (GPOs) for security and compliance
Monitor AD health, replication, and performance
Perform AD audits, access reviews, and compliance checks
Support AD migrations, upgrades.
PKI / ADCS Administration
Design and manage PKI infrastructure (Microsoft ADCS)
Configure: Root CA, Subordinate CA, Certificate Templates
Manage certificate lifecycle: Issuance, renewal, and revocation
Implement certificate-based authentication (e.g., smart cards, SSL/TLS)
Troubleshoot certificate chain,



CRL, and trust issues
Ensure security of private keys and certificate authorities
Implement auto-enrollment and certificate policies
Key Responsibilities
To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases.
To maintain high login Efficiency (Availability) for customers.
To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
Work on value adding activities such Knowledge base update & self development.
Skill Requirements
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Other Requirements
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