Administrator, IT Support, IT​/Tech

Primary

Location:

Noida

Position Overview (Job Summary):

The Admin/SME will provide high‑quality support across EUC/DWP environments with a strong focus on customer service, technical expertise, and operational excellence. The role involves working closely with business teams, developers, and managed service providers to ensure seamless tool adoption, data-driven improvements, automation opportunities, and continuous enhancement of end-user experience. The position requires strong analytical abilities, communication skills, and hands-on exposure to leading industry tools and technologies.

Mandatory/Primary

Skills:

- Proficiency in market‑leading Unified Experience Management (UXM) solutions (e.g., Nexthink, Aternity, Systrack, 1e Tachyon, Control Up).
- Minimum 5 years of Infrastructure Technology experience.
- Minimum 3 years in delivering EUC/DWP services.
- Hands-on/exposure to Conversational AI/Chatbot platforms (Service Now VA, Avaamo, Yellow.ai, Moveworks, etc.).
- Experience in Service Desk support, including Windows OS, software/app troubleshooting, hardware, services, etc.
- Strong communication and documentation skills.
- Ability to work in 24x7 operational environments.
- Strong understanding of the End User Compute (EUC) portfolio and technical documentation.

Secondary

Skills:

- Basic understanding of SCCM.
- Basic understanding of Microsoft Windows & Apple macOS architecture and deployment methodologies.
- Basic knowledge of Active Directory.
- Basic understanding of Citrix or other VDI technologies.
- Basic understanding of SQL.
- Basic proficiency in Power Shell or similar scripting languages.
- Hands-on experience with MS Excel and PowerPoint.
- Exposure to ITSM tools such as Service Now, BMC Remedy, etc.

Sub Band with Experience Details:

- Sub Band: (Not provided in input; typically aligned with mid-level or specialist band)

- Experience:

5+ years Infrastructure Technology
- 3+ years EUC/DWP Services
- Relevant experience with UXM tools and operational support

Role and Responsibilities (As per band):

Key Responsibilities:

- Deliver high-quality technical support with strong customer service and timely resolution.
- Interact with business teams, tech teams, and MSPs to ensure smooth service delivery.
- Perform periodic EUC/DWP data analysis to identify top issues, volume drivers, and automation opportunities.
- Ensure tool versions remain current per OEM and business guidelines.
- Collaborate with VDU leads for data identification and SOP creation.
- Work with development teams to implement required scripts and automate workflows.
- Engage with EUC/DWP teams to identify automation opportunities and reduce cycle time.
- Conduct periodic audits and assessments of tools to identify improvement areas.
- Monitor dashboards and tool usage trends, and drive necessary actions.
- Conduct lunch & learn sessions and weekly walkthroughs to improve tool adoption across teams.

Additional Responsibilities:

- Support continuous improvement initiatives across the EUC landscape.
- Consolidate data into clear, understandable reports and deliverables.
- Adapt to dynamic environments and provide flexible solutions.
- Ensure seamless communication between end users, business units, developers, and management.

Educational

Qualification:

- Bachelor's degree in a relevant field (e.g., Computer Science, Information Technology) or equivalent professional experience.

Certifications:

(Not provided in the source JD — suggested relevant certifications may include:)

- ITIL Foundation
- Microsoft Certifications (MCSA/Modern Desktop Administrator)
- UXM platform certifications (Nexthink, Control Up, Aternity, etc.)
- Service Now certifications (CSA or VA-related)