Administrative Analyst supporting the Afghan Special Immigrant Visa Program at the Department of State. Responsible for data management and mentoring new employees with a focus on accuracy and efficiency.
About the role
- Join the IT Service Desk Team at Aurora, supporting global colleagues in energy analytics. Handle technical support tasks in a hybrid role at the Gurugram office.
Responsibilities
- Triage and categorize IT Support tickets (Incidents, Service Request, etc.) responding to and resolving tickets within SLA
- Manage and escalate major incidents, ensuring timely communication and resolution
- Perform IT administrative tasks in line with standard operating procedures (SOPs), including access and account management
- Provide remote support for end users, including troubleshooting applications and hardware issues
- Support Microsoft Teams calls and video conferencing, including investigation of call quality issues
- Carry out onboarding and offboarding tasks for employees
- Deploy and manage software, systems, and licensing (Office 365, OneDrive/SharePoint, antivirus tools)
- Contribute to the development and maintenance of IT knowledge base content for both users and IT staff
- Monitor and support site-based video conferencing equipment
Requirements
- Up to 5 years of global technical support hands on experience, delivering solutions across diverse IT environments and ensuring high customer satisfaction.
- Key technologies include Windows 11, Microsoft 365, MS Teams, account administration tools (e.g., Entra, SharePoint), and general hardware/software troubleshooting.
- Willingness to work rotational (monthly/quarterly) shifts as part of a 24x5 team.
- Strong customer service ethos; proactive and team-oriented mindset.
- Excellent written and verbal communication skills in English.
- Ability to build strong working relationships at all levels.
- Flexible, positive attitude with a willingness to take on new challenges.
- Self-starter with strong problem-solving and time-management abilities.
- Ability to prioritise and handle multiple tickets effectively.
- **Technical skills (Required):**
- Microsoft Office 365 administration and application support
- Windows 11 setup, configuration and troubleshooting
- Hardware provisioning and installation
- Hands-on experience resolving hardware-related issues
- Familiarity with cloud VPNs and basic networking concepts
- Experience with Azure Entra ID, Intune, Defender, and Microsoft Endpoint Manager
- Microsoft Teams support and administration
- Audio/Visual (AV) hardware experience (e.g., Logitech systems)
- Working knowledge of ITSM tools (e.g., Jira Service Desk)
Benefits
- A fun, informal, collaborative and international work culture
- Access to regular coaching and mentoring sessions and the opportunity to learn from experienced professionals
- Access to the Aurora Academy, our training programme offering a range of opportunities to develop your skills within the responsibilities of your role and within the wider context of the industry
- Access to our Employee Assistance Programme (EAP), offering a complete support network that offers expert advice and compassionate guidance 24/7/365, covering a wide range of personal and professional aspects
- **Some of the other benefits are:
- Medical, Accidental & Term life insurance
- Gratuity
- Hybrid work culture
- Provident Fund Scheme
- Fun Friday’s
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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