IT Analyst

Job Title: IT Analyst

Company: New Era Technology www.neweratech.com
Location: Client Office, Bangalore (Onsite)
Employment Type: Full-Time | Permanent Role with New Era Technology
Work Mode: 24/7 Rotational Shifts (Including Night & Weekend Support as per schedule)

Job Summary:

New Era Technology is hiring dynamic IT Analysts to join our team in Bangalore. This is a full-time role where you will act as a Level 1 Technical Support Executive, managing inbound calls and ticket-based queries from internal users.

Key Responsibilities:

• Act as the first point of contact for internal IT technical support queries via phone, tickets, or chat.
  
• Handle and resolve procedural, process, and technical issues raised by internal users.
  
• Accurately log all support requests and follow through to resolution using ticketing tools.
  
• Take ownership of reported issues and ensure effective resolution within SLAs.
  
• Escalate complex cases following the escalation path while ensuring timely follow-up.
  
• Recommend process improvements or procedural changes to enhance service delivery.
  
• Collaborate closely with the internal IT and service desk teams to ensure user satisfaction.
  
• Participate in rotational shifts including night shifts and weekends as required.
  

Candidate Requirements:

• Graduate degree (Computer Science / Electronics preferred).
  
• Excellent communication skills verbal and written (English).
  
• Willingness to work in 24/7 rotational shifts including night and weekend support.
  
• Strong interpersonal skills with an ability to communicate clearly with IT and non-IT staff.
  

Preferred Qualifications (Added Advantage):

• Minimum 6 months of experience in international technical support / service desk roles.
  
• Certification/training in IT support (e.g., CompTIA, Microsoft, ITIL).
  
• Familiarity with Windows OS, MS Office, ticketing systems, and remote desktop tools.
  
• Strong troubleshooting, analytical, and multi-tasking skills.
  
• Ability to work independently in high-pressure or critical situations.