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Mid-level infra support in a metro with broad, common skills and a common title increases competition.
Core infrastructure, AD, VPN and ServiceNow skills are broadly transferable across industries.
Explicit 2-4 years plus mandatory infrastructure, ServiceNow, AD and cloud skills enforces strict shortlisting.
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Manage and resolve IT incidents, alerts, and service requests using ServiceNow, adhering to ITIL standards and SLAs.
Document and report all incidents and problems thoroughly while escalating issues promptly.
Provide support for IT infrastructure including operating systems, networks, servers, and coordinate ticket closure with occasional on-site support.
2-4 years of total work experience in IT support roles.
Bachelor's degree required (MCA, B.Tech, or other Bachelor's degree).
Strong knowledge of operating systems, MS Office, Google Workspace, Active Directory, VPNs, firewalls, network devices, and ServiceNow.
Must have cloud knowledge; AWS Cloud Practitioner certification considered a plus.
Experienced in IT service desks supporting Infra components while following ITIL frameworks.
Comfortable working on French time zone and holiday calendar with good communication skills.
Capable of independently managing incidents, requests, and coordinating across teams to meet SLAs.