Infrastructure Support Analyst

Technical Skills :

Mandatory : Install & Configure laptops (HP models G7, G8, G10), Pc’s, Basic Networking, understanding of switches & routers, Win 10 / 11 OSD & troubleshooting.

Nice to have : MAC installs & troubleshooting, Video Conferencing (Yealink), Network Printers,

MECM basics, ServiceNOW, Digital Media Players (Scala). Microsoft certifications, ITIL framework

Roles and Responsibilities :

Operational Support (1st Line / 2nd Line) :

• Actively participate in desktop / laptop support operations and report on tasks / activities.
• Provide Level 1 / 2 technical support for all Windows-based (Win10 / Win11) or MAC client machines.
• Record all actions in detail using the incident management tool and methodology.
• Responsible for software installation & troubleshooting (Local & Remote) of desktops & laptops through service requests.
• Manage hardware stock and inventory using in-house developed tools.
• Handle deployment of software(s) using SCCM.
• Conduct bulk rollouts across the organization.
• Create new virtual PCs using VMWare vSphere 6.X / 7.X.
• Configure in-house telephony applications.
• Coordinate with other technical teams for incident resolution.
• Propose changes to the knowledge base / documentation (Technical / Functional).
• Provide weekly support during business hours (Ombuds as per Colruyt terminology) as per the team roster throughout the year.
• Solve issues, drive enhancements, and improve support for all IT-related functions : operational support, application support, and service delivery.

Preferred Knowledge and Skills :

Expectations :

Experience and Qualifications :