IT Infrastructure Analyst

upllimited

About The Position

The IT Infrastructure Analyst is responsible for providing technical support and maintenance of the organization’s IT infrastructure, ensuring reliable and secure operations. This role will manage end-user devices e.g. laptops, cell phones, tablets etc throughout their lifecycle—from deployment to retirement—while maintaining accurate records in the Asset Management system.

Requirements

Bachelor’s degree in IT, Computer Science, or related field.
3–5 years in IT support or infrastructure roles.
Technical Skills: Windows OS, Office 365, Active Directory; Networking basics (LAN/WAN, VPN); Mobile device management tools (Intune or similar); Asset Management systems (ServiceNow preferred).
Strong written and verbal communication skills
Team-oriented
Ability to explain complex technical information clearly to business stakeholders
Analytical and problem-solving skills, including the ability to present solutions/alternatives and influence the outcome of decisions
Manage change effectively
Self-starter with demonstrated initiative and hands-on
Strong drive with the ability to make things happen. Comfortable in a dynamic environment

Nice To Haves

ITIL Foundation preferred
CompTIA A+ or similar is a plus

Responsibilities

Provide Level 1 and Level 2 support for hardware, software, and network issues.
Install, configure, and troubleshoot desktops, laptops, mobile devices, and peripherals.
Maintain LAN/WAN connectivity, telecommunication systems, and ensure uptime for critical services.
Monitor system performance and apply updates, patches, and security configurations.
Regularly monitor and update the ticketing system and the project management system. Ensure
Drive and support security / GRC initiatives within the organization
Ensure hardware and software usage are up to date and as per Enterprise Architecture and IT procedures and guidelines
Oversee complete lifecycle of IT assets laptops, cellphones, tablets etc.
Deployment: Imaging, configuration, and delivery to end-users.
Maintenance: Regular updates, repairs, and compliance checks.
Retirement: Secure data wiping, decommissioning, and disposal.
Track all assets in the Asset Management tool (e.g., ServiceNow), ensuring accurate inventory and audit readiness.
Coordinate with Procurement for new hardware purchases and vendor management. Create and update the tickets related to procurement to ensure all approvals and compliance.
Maintain detailed records of installations, changes, and retirements in the Asset Management system.
Ensure adherence to ITIL processes for incident, problem, and change management.
Support compliance with security policies and data protection standards.
Ensure all tickets are resolved within SLA and feedback received.
Respond to service requests and incidents promptly via ticketing system.
Assist with onboarding and training for new employees on IT tools and devices.
Provide guidance on best practices for device usage and security
Participate and successfully complete all projects assigned locally and globally.
Provide support for all meetings, town halls / fireside chats