Desktop Engineer

Job Description
We are Hiring IT Administrator - Infrastructure & User Support !!!
Role - IT Administrator
Experience - 2 - 3 years
Location - Bengaluru
Work Mode - 5 Days Work from office
Brief Description of Duties :
The IT Administrator will be responsible for handling end-user support, JIRA Service Desk, IT hardware inventory management, automation through workflow tools, and hardware analytics using unique monitoring solutions. The role also requires a good understanding of cloud infrastructure, support, and monitoring.
Key Responsibilities

• Provide expert end-user support across Windows, Mac, and mobile platforms.
• Administer and optimize JIRA Service Desk for ITSM processes, including workflow automation and reporting.
• Manage IT hardware inventory lifecycle, including procurement, asset tracking, audits, and decommissioning.
• Implement and maintain automation for IT processes using workflow tools (e.g., JIRA automation, ScriptRunner, REST APIs).
• Oversee ITSM processes such as incident, problem, and change management, ensuring adherence to ITIL or similar frameworks.
• Perform hardware analytics using advanced monitoring tools (such as NinjaOne, ManageEngine OpManager, Datadog, Atera), leveraging real-time data, automated alerts, and customizable dashboards to proactively monitor, analyze, and report on hardware health and performance .
• Support and monitor cloud infrastructure, utilizing monitoring tools to track resource utilization, system health, and performance across on-premises and cloud environments.
• Collaborate with IT and business teams to identify and implement process improvements.
• Maintain comprehensive documentation for ITSM processes, hardware analytics, and cloud support procedures.
• Train and mentor end users and junior IT staff on ITSM tools, hardware monitoring, and automation practices.
• Ensure compliance with security and governance standards.

Requirements

• 2-3 years of experience in IT support or engineering roles, with strong ITSM and end-user support background.
• Proven experience administering and optimizing JIRA Service Desk, including workflow configuration and automation.
• Hands-on experience with IT hardware analytics and monitoring using unique tools such as NinjaOne, ManageEngine OpManager, Datadog, Atera, or similar platforms.
• Solid understanding of ITSM frameworks (such as ITIL), with practical experience in incident, problem, change, and asset management.
• Experience with automation tools and scripting (e.g., Tines, PowerShell) for workflow and process automation.
• Good basic understanding of cloud infrastructure concepts, including support and monitoring using relevant tools.
• Proficient in Windows, Mac OS, and mobile device management.
• Strong understanding of networking fundamentals, Active Directory, and security best practices.
• Excellent troubleshooting, analytical, and communication skills.
• Ability to document technical processes and conduct user training.
• ITIL Foundation certification or equivalent ITSM qualification preferred.

Preferred Qualifications

• Experience with additional ITSM tools (e.g., Jira Service Management, ServiceNow & Freshservice).
• Certifications in ITIL, Microsoft, or related technologies.
• Exposure to cloud platforms (AWS, Azure, Google Cloud) and identity management solutions.

Please share your updated CV to [email protected] / [email protected]