ICT Remote Support Analyst

Position: Real Time Field Support Engineer
As an Real Time Field Support engineer, you
continuously monitor the performance and health of hardware and software systems.
Perform regular system maintenance, upgrades, patching, and troubleshooting to prevent downtime and ensure optimal operation.
Implement and enforce IT security protocols, including firewalls, intrusion detection/prevention systems, anti-virus solutions, and access controls.
Conduct vulnerability assessments and resolve security incidents.
Configure, monitor, and maintain enterprise network infrastructures including LAN, WAN, Wi-Fi, VPN, and internet connectivity.
Optimize network performance and manage network hardware such as routers, switches, and load balancers.
Establish processes for secure data storage, backup, and recovery.
Ensure data integrity and availability in case of incidents such as hardware failures or cyberattacks.
Provide Tier 2/3 escalated support to users and applications teams, resolving infrastructure-related issues quickly.
Collaborate with helpdesk and support teams for incident and problem management.
Prepare and maintain accurate documentation for systems configuration, changes, incidents, and procedures.
Ensure compliance with industry standards, policies, and relevant regulations.
Develop, test, and maintain disaster recovery plans to assure business continuity in case of major infrastructure failures.
Evaluate and implement new technologies that can enhance performance or reduce costs.

Reporting to Project Manager or Team Lead
Oversee system performance, address hardware and software issues, and ensure IT systems are consistently available and reliable.
Administer network security, manage firewalls, VPNs, backup solutions, disaster recovery strategies, and oversee access controls.
Assist in the deployment and maintenance of virtualization technologies, cloud infrastructures, and enterprise management tools, including platforms for monitoring, patching, and automation.
Work closely with IT teams to facilitate seamless application rollouts, updates, and continuous optimization of infrastructure for increased scalability and enhanced performance.
Continuously assess infrastructure for potential vulnerabilities or capacity issues and implement proactive measures to mitigate risks.
Comprehend the responsibilities of various stakeholders and coordinate the collection of project data among service providers, client organizations, and real-time data sources.
Deliver support to on-site personnel, partner with project teams, client organizations, and remote operation units to ensure the efficient operation of applications and systems, including troubleshooting, maintenance, and system upgrades.
Track service quality, apply Incident Escalation Procedures effectively, and alert supervision ahead of potential concerns.
Apply Data Confidentiality Standards and IT Security Policies diligently for all processes related to data acquisition, storage, transfer, and archiving.
Experience & Exposures:
Qualification - B.tech /BCA /BSC IT.
Relevant Experience - Minimum 5 years' experience in IT Domain to manage and monitor IT Infrastructure (Server, Storage, Switches).
Language - English / Hindi.

Experience & Exposures:
Qualification - B.tech /BCA /BSC IT.
Relevant Experience - Minimum 5 years' experience in IT Domain to manage and monitor IT Infrastructure (Server, Storage, Switches).