Role Summary
Sopra Steria is hiring an Infrastructure Support Senior Engineer for its Noida office. In this role, you will provide L1/L2 IT infrastructure and service desk support, managing incoming calls, emails, chats, and automated alerts via ServiceNow. Following established ITIL frameworks, you will log, troubleshoot, resolve, and escalate incidents, requests, and changes while maintaining operational alignment with European business hours.
Key Responsibilities
- Service Desk Management: Handle incoming tickets, user emails, chats, and system alerts using ServiceNow, ensuring accurate documentation and prompt resolution.
- Incident & Request Lifecycle: Support end-to-end incident logging, service request fulfillment, and change request workflows according to ITIL SLA standards.
- Active Directory & Access Control: Manage basic Active Directory tasks, user provisioning, security group permissions, and VPN access configurations.
- Infrastructure & Hardware Support: Assist end-users with operating systems, MS Office/Google Workspace, printers, network connectivity, and basic cloud/server troubleshooting.
- Operations & Shift Alignment: Execute operational checklists, conduct occasional on-site support, and adhere strictly to French time zone operational hours and holiday calendars.
Key Qualifications
- Education: B.Tech, MCA, or relevant Bachelor's degree in Information Technology or Computer Science.
- Experience: 2 to 4 years of hands-on experience in IT Infrastructure Support, Service Desk, or Systems Operations.
- Technical Proficiency: Strong command of Windows OS, Active Directory, ServiceNow ticketing, networking devices, firewalls, and MS Office / Google Suite.
- Cloud Awareness: Practical understanding of cloud infrastructure fundamentals (AWS Cloud Practitioner certification is a major advantage).
- Soft Skills: Excellent written and verbal communication, strong customer service focus, and ability to work seamlessly within global team environments.
About Sopra Steria
Sopra Steria is a major European technology player with 51,000 employees across nearly 30 countries. Generating €5.6 billion in revenues, Sopra Steria provides end-to-end digital services, cloud modernization, and IT consulting to drive client competitiveness.