Position Title: IT Infrastructure Analyst

Location: India

The IT Infrastructure Analyst provides first- and second-level technical support for employees, devices, Microsoft 365 services, business applications, networking, and voice systems. The position also assists senior team members with infrastructure, security, firewall, and network initiatives and provides a development path into systems, cloud, networking, or cybersecurity responsibilities.

Responsibilities:

End-User Support
- Provide responsive first- and second-level support for Windows desktops, laptops, mobile devices, printers, peripherals, and common business applications.
- Diagnose and resolve hardware, software, accounts, printing, connectivity, and application issues, escalating when required.
- Prepare, deploy, maintain, and recover end-user equipment using approved configurations and security standards.
- Complete onboarding, role-change, and offboarding tasks, including equipment, accounts, access, and licensing.
- Provide transparent user guidance and maintain a positive, service-focused experience.





Microsoft 365 & Identity
- Administer routine Microsoft 365 tasks involving user accounts, groups, licensing, Exchange Online, Outlook, Teams, OneDrive, and SharePoint Online.
- Support Active Directory and Entra ID accounts, authentication, permissions, and access-related troubleshooting.
- Assist with Intune enrollment, device compliance, endpoint configuration, and application deployment.
- Follow approved access-control and security procedures and promptly escalate suspected security incidents.

Infrastructure, Network & Security Support
- Troubleshoot local and remote network connectivity, Wi-Fi, DNS, DHCP, VPN, and basic TCP/IP issues.
- Assist with Cisco switch administration, port configuration, VLAN assignments, network documentation, and device replacement.
- Assist senior staff with Palo Alto firewall changes, VPN troubleshooting, IPsec tunnels, network configuration reviews, and maintenanc

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