IT Support Desk Technical Analyst
MD ASIF
Irise India Pvt. Ltd.
Ludhiana,Punjab
Work Preference
Work Type
Full Time
Location Preference
RemoteHybridOn-Site
Location:
new delhi
Open to relocation:
Yes
Minimum Desired Compensation
₹45000/yr
1
Certification
1
Year of experience
Detail-oriented IT Support professional with hands-on internship experience delivering first-line technical support across hardware, software, network, and mobile device environments. Proven ability to diagnose and resolve end-user issues efficiently across ticketing systems, email, phone, and in-person channels while maintaining high documentation standards. Strong foundation in Active Directory, LAN/WAN networking, endpoint security, and ticketing platforms (Jira, ServiceNow, Freshservice), with a track record of clear escalation notes that speed up Tier 2/3 resolution. Recognized for fast learning, structured troubleshooting methodology, and reliable support during high-pressure onboarding and infrastructure rollout projects.
Work History
IT Support Engineer
6 Months- Acted as first point of contact for end users across ticketing systems, email, phone, and in-person channels, diagnosing and resolving issues on laptops, desktops, printers, and mobile devices with minimal downtime.
- Handled user account lifecycle tasks — password resets, account unlocks, and group/access management — and configured equipment for new hires, streamlining onboarding and IT orientation.
- Authored troubleshooting guides, SOPs, block diagrams, and flowcharts that strengthened the internal knowledge base and reduced time-to-resolution for recurring issues.
- Supported system integration and testing, validating performance against design specifications and escalating complex issues to senior engineers with clear, actionable notes.
- Configured and secured network devices (routers, modems, Wi-Fi) by applying LAN/WAN, IP addressing, and subnetting principles.
- Strengthened endpoint security by implementing antivirus, firewall, and access-control best practices, and delivered fast remote support via AnyDesk and TeamViewer.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
Education
Bachelor of Computer Application (BCA)
- Ranked among the top 5% of the batch.
- Relevant coursework: Operating Systems, Microsoft Tools, Computer Fundamentals, Computer Architecture.
Skills
Help Desk & Ticketing: Jira
ServiceNow
Freshservice
email
phone
and in-person support with SLA-conscious triage
Troubleshooting & Repair: Laptops
desktops
printers
mobile devices
applications
and peripherals — root-cause diagnosis to resolution
User & Account Management: Password resets
account unlocks
group/access management
Active Directory administration
Google Workspace / cloud basics
Onboarding & Asset Setup: New hire laptop configuration
account provisioning
IT orientation
and asset lifecycle tracking
Documentation & Knowledge Base: SOPs
block diagrams
flowcharts
and knowledge base articles that reduce repeat tickets
Networking & Security: LAN/WAN troubleshooting
IP addressing & subnetting
router/modem configuration
firewalls
antivirus
and endpoint protection
Remote Support: AnyDesk
TeamViewer for fast remote diagnosis and fix
Escalation Management: Structured root-cause notes enabling smooth Tier 2/3 handoff
Productivity & Analytics: Microsoft Office Suite
Advanced Excel
Google Analytics 4 (GA4)
Network security
VPN configuration
Remote desktop support
Data backup and recovery
Network troubleshooting
Certification
- Advanced Excel – Udemy
- Excellent Communication Skills – TCS iON
- Hardware Assembly & Networking Certification
- Completed Deloitte Technology Job Simulation
Projects
IT Infrastructure Support Project – Tata Steel, Ludhiana, Served as on-site first point of contact during a network rollout, performing LAN/WAN cable crimping, RJ-45 installation, and connectivity troubleshooting to keep deployment on schedule., Configured and installed printers and desktop systems, diagnosing hardware/software setup issues and documenting configuration steps to speed up future deployments.
Timeline
IT Support Engineer
Irise India Pvt. Ltd.
10.2025 - 04.2026Read More
MIMT
Bachelor of Computer Application (BCA)
Read More