Company:Qualcomm India Private Limited
Job Area:Information Technology Group, Information Technology Group > IT Support Analyst

General Summary:

As an IT Support Analyst, you will provide Tier 1 and Tier 2 technical support to Qualcomm employees, ensuring smooth operation of IT services across desktops, laptops, mobile devices, and lab equipment. Your role involves managing service requests, resolving hardware/software issues, and contributing to service standardization efforts.
Key Responsibilities
Operational Support
• Address daily IT service requests and incidents.
• Investigating and resolving issues related to operating systems (both Windows and Linux), networks (LAN/WAN), systems, and applications.
• Performing root cause analyses and escalating issues as necessary.
• Support IT asset relocations within buildings and labs.
• Perform technology refreshes in line with Qualcomm standards.
• Provide excellent customer service over the phone/email and in person.
Ticket Management
• Manage and resolve tickets using ServiceNow.
• Ensure timely customer communication and resolution within SLA timelines.
• Maintain detailed documentation of issues and resolutions.
Mobile Device Support
• Configure and troubleshoot Android and iOS smartphones.
On-Call & Walkup Support
• Participate in after-hours on-call rotations and provide 24/7 DFS support as needed.
• Assist walk-in users at the IT Support Center with prompt issue resolution.
Collaboration & Standardization
• Work collaboratively with IT team members and cross-functional service teams.
• Develop and maintain knowledge base articles and SOPs.
• Support critical issue resolution and lab software debugging.

Required Skills & Experience
• 4–5 years of hands-on experience in IT operations and support.
• Proficiency in Windows system administration.
• Working knowledge of Unix/Linux (RedHat, Ubuntu).
• Understanding of LAN/WAN/VLAN networking concepts.
• Familiarity with VMware and virtualization technologies.
• Experience with smartphone configuration and troubleshooting.
• Strong multitasking, organizational, and communication skills.
• Exposure to scripting and AI skills.

Minimum Qualifications:

• High School Diploma or equivalent.
• 1+ year of experience in IT, Engineering Support, or related area.
• 1+ year of experience in operating system or software application troubleshooting (e.g., root cause analysis, debugging).
Physical Requirements:
• Frequently transports and installs equipment up to 40 lbs.

Applicants: Qualcomm is an equal opportunity employer. If you are an individual with a disability and need an accommodation during the application/hiring process, rest assured that Qualcomm is committed to providing an accessible process. You may e-mail [email protected] or call Qualcomm's toll-free number found here. Upon request, Qualcomm will provide reasonable accommodations to support individuals with disabilities to be able participate in the hiring process. Qualcomm is also committed to making our workplace accessible for individuals with disabilities. (Keep in mind that this email address is used to provide reasonable accommodations for individuals with disabilities. We will not respond here to requests for updates on applications or resume inquiries).

Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law.

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If you would like more information about this role, please contact Qualcomm Careers.