Infrastructure Support Senior Engineer

About the role

Sopra Steria seeks an Infrastructure Support Senior Engineer to manage IT infrastructure and service desk operations in Noida, Uttar Pradesh, India. The role involves handling incidents, alerts, and tickets via ServiceNow, adhering to ITIL standards and SLAs, while supporting users across computer systems, networks, servers, and printers. The position requires adherence to the French Time zone and France Holiday calendar, with occasional on-site support for end users.

What you’ll do

• Manage calls, emails, chats, incidents, and alerts using the ServiceNow ticketing tool, ensuring all necessary details are recorded and issues are addressed promptly
• Document all incidents, alerts, events, and problems using standard reporting methods
• Quickly address and escalate issues as necessary
• Utilize checklists to ensure that identified problems are properly addressed
• Adhere to ITIL standards and the company's quality management system to meet service level agreements (SLAs)
• Support users for Logging – Incidents, Requests and Changes
• Coordinate tickets to closure and handle some basic activities
• Provide occasional on-site support for end users

What you’ll bring

• Strong understanding of operating systems, MS Office, Google Workspace, Active Directory, VPNs, ServiceNow, firewalls, and network devices
• Excellent written and verbal communication skills
• Familiarity with ITIL framework and practices
• Basic knowledge of user and security groups in Active Directory
• Cloud knowledge is must
• MCA / B.Tech / Other Bachelor's Degree
• 02-04 years of total experience
• Ability to adhere to French Time zone and France Holiday calendar

Nice to have

• Previous experience in an IT Service Desk role is a plus
• AWS Cloud Practitioner certification is plus

Skills

Education

MCA / B.Tech / Other Bachelor's Degree