IT Support Specialist, Associate
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Summary
Provides Level 2/3 end-user IT support at Infor's Hyderabad office: troubleshooting laptops and applications across Windows, macOS, and Linux, running AV setups for meetings, managing IT hardware asset lifecycle and CMDB records, and coordinating vendors for repairs and warranty claims.
We are seeking an experienced IT Support Specialist – Associate to provide high-quality end-user support, hardware troubleshooting, and application assistance across Windows, Linux, and macOS platforms. The ideal candidate will also manage AV operations, support hybrid workforce environments, and work closely with internal teams and vendors to ensure seamless IT service delivery.
- End-User & IT Support Provide Level 2/3 support for laptops (hardware diagnostics, replacements, vendor coordination).
- Troubleshoot and resolve issues across Windows 10/11, Linux (Ubuntu), and macOS.
- Support internal and SaaS-based applications, including email, VPNs, printers, and network connectivity.
- Utilize and manage IT ticketing systems to track incidents and service requests.
- Ensure timely resolution of issues within defined SLAs and assist with user onboarding/offboarding and IT asset lifecycle (deployment, refresh, return).
- Maintain accurate documentation, SOPs, and troubleshooting playbooks.
- User Management - Work Station Visits for any physical connectivity or Issue diagnosis
- New Hire Setup - Monitor and other assets installation.
- IT Hardware Asset Lifecycle Management, Audits and Compliance
- Manage the full lifecycle of IT hardware assets from request, procurement, deployment, refresh, return, and disposal.
- Ensure all assets are accurately recorded and maintained in the CMDB / Asset Management System.
- Track ownership, location, warranty, lifecycle status, and asset tags.
- Hands on experience on Onsite IT Workstation tickets ( Network, Display, Cabling Management)
IT Asset Store management :
- Inventory Hygiene, OOW disposal, Keep track of laptop readiness and other assets
- Manage spare inventory and 100% matching on Procurement Versus Allocation Conduct periodic physical and system‑based asset audits.
- Accuracy of CMDB and asset records PC Refresh activities are per policy Audio-Visual (AV) Support Set up, operate, and troubleshoot AV equipment for meetings and events.
- Support audio systems, microphones, and video conferencing solutions.
- Ensure flawless AV execution for in-person and virtual events.
- Collaboration & Vendor Management Work closely with IT Infrastructure, AV, Security, and Facilities teams on cross-functional tasks.
- Coordinate with third-party vendors for warranty claims and service fulfilment.
- Ensure hardware call logs are placed on time and ensure no impact to users BAU Required
- Bachelor’s degree (B.Sc., B.Tech.) or diploma in Computer Science, Electronics, AV, or related fields
- 2–4 years of hands-on IT support experience across multi-OS environments.
- Proficient in troubleshooting Windows, macOS, and Linux (Mandate Requirement)
- Experience in laptop diagnostics, repairs, and handling warranties (Dell, HP).
- Familiar with Active Directory, remote support tools, and endpoint security practices.
- Excellent analytical, communication, and interpersonal skills.
- 5 Days Work from office in a Week. (No work from home option)
- Certifications: Apple ACSP, ITIL Foundation is Plus
- Experience supporting hybrid (remote + in-office) workforce environments.
- Familiarity with ITIL processes and asset management tools.
- Exposure to Windows Server, Office 365, Adobe, and general enterprise applications
- Hands on experience on Linux and MAC OS end points build and troubleshooting