IT Support Analyst

Responsibilities

• Provide Level 2 technical support to end-users via phone, email, chat, and remote tools
• Install, configure, and support Windows desktop and laptop environments
• Troubleshoot hardware, software, Office 365, Outlook/Exchange, Active Directory, and basic network issues
• Manage the incident and service request lifecycle using ITSM/ticketing tools to ensure SLA adherence
• Perform remote troubleshooting, root cause analysis, and coordinate escalations to SMEs or vendors
• Support laptop imaging, deployment, configuration, and asset management activities
• Maintain technical documentation, SOPs, and knowledge base articles
• Ensure compliance with IT security policies, including patching and endpoint protection

Requirements

• Bachelor's degree in B.Sc., BCA, B.Tech, BE, or equivalent experience
• 3–5 years of experience in Desktop Support, IT Support Analyst, or Helpdesk roles
• Strong hands-on experience with Windows OS, Office 365, Exchange Online, and Active Directory
• Proven experience in hardware troubleshooting and laptop configuration
• Familiarity with remote support tools and enterprise ticketing systems
• Ability to work in a 24x7 support environment
• Excellent problem-solving and customer-handling skills

Preferred Qualifications

• Exposure to MacOS and Linux environments
• Knowledge of Active Directory user, group, and DL management
• Basic understanding of networking concepts such as DNS, DHCP, and VPN
• Experience with ITIL-based processes or relevant ITIL/Microsoft certifications
• Familiarity with endpoint security and patch management tools

About the Company

Established in 2002, CACTUS is a leading technology company specializing in expert services and AI-driven products that improve how research is funded, published, communicated, and discovered. With a global workforce of over 3,000 experts and offices worldwide, CACTUS is a pioneer in workplace best practices.