Associate IT Operations Administrator

Overview

Associate IT Operations Administrator

 

India Bengaluru

 

Emmes Group: Building a better future for us all.

 

Emmes Group is transforming the future of clinical research, bringing the promise of new medical discovery closer within reach for patients. Emmes Group was founded as Emmes more than 47 years ago, becoming one of the primary clinical research providers to the US government before expanding into public-private partnerships and commercial biopharma. Emmes has built industry leading capabilities in cell and gene therapy, vaccines and infectious diseases, ophthalmology, rare diseases, and neuroscience.

 

We believe the work we do will have a direct impact on patients’ lives and act accordingly. We strive to build a collaborative culture at the intersection of being a performance and people driven company. We’re looking for talented professionals eager to help advance clinical research as we work to embed innovation into the fabric of our company. If you share our motivations and passion in research, come join us!

 

Primary Purpose

 

The Associate IT Operations Administrator cum Product Support is responsible for supporting and maintaining the organization’s IT systems, enterprise applications, and end-user services to ensure reliable and efficient business operations. This role provides technical support to internal users and external clients through multiple communication channels including voice calls, email, Microsoft Teams, ticketing systems, and remote support tools.

 

The position requires strong experience in customer support and product support environments, with the ability to troubleshoot application, system, device, and user-related issues while delivering excellent customer service and communication. The role includes user onboarding/offboarding, account administration, endpoint management, application support, and support for Microsoft 365 technologies including Intune, Teams, Entra ID, and endpoint devices such as Windows laptops, Mac devices, iPads, and mobile phones.

 

The Associate IT Operations Administrator cum Product Support collaborates closely with IT, Product, Engineering, QA, Operations, and business teams to resolve incidents, improve operational efficiency, maintain documentation, and support continuous improvement initiatives.

Responsibilities

• Perform user onboarding and offboarding activities including account creation, access provisioning, laptop setup, device configuration, MFA setup, password resets, login troubleshooting, and IT orientation.
• Configure, deploy, and maintain Windows laptops, Mac devices, iPads, iPhones, Android devices, and other endpoint systems.
• Administer and support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, Entra ID, and Intune.
• Manage endpoint enrolment, software deployment, patch management, software updates, compliance policies, and device administration through Intune and MDM solutions.
• Act as the first point of contact for IT and product support through email, voice calls, Microsoft Teams, ticketing systems, and remote support tools.
• Provide remote technical support to internal users and external clients while ensuring timely issue resolution, customer satisfaction, and adherence to defined SLAs.
• Troubleshoot hardware, software, operating systems, network connectivity, authentication, URL access, permissions, browser compatibility, and application-related issues for end users.
• Assist users with password resets, account lockouts, MFA issues, role-based access, and other authentication or access-related problems.
• Support and troubleshoot enterprise and business applications, including EDC (Electronic Data Capture) systems and related applications.
• Perform structured troubleshooting across applications, devices, networks, permissions, and system performance issues, escalating complex incidents to Level 2 support, Product teams, Engineering teams, or Managers as required.
• Monitor and troubleshoot system, network, and application performance issues to ensure stable and reliable operations.
• Support testing, troubleshooting, deployment, and implementation of new applications, software updates, patches, and technology initiatives.
• Track, prioritize, and manage IT incidents and service requests using Jira or similar ITSM/ticketing platforms while ensuring timely resolution and proper documentation.
• Maintain accurate documentation including IT incident reports, troubleshooting steps, root cause analysis, SOPs, operational reports, user guides, and knowledge base articles.
• Deliver IT training sessions and support user awareness initiatives related to applications, systems, security, and IT best practices.
• Support IT asset lifecycle management including inventory tracking, deployment, shipping, reclaiming, replacement coordination, and lifecycle management of hardware and software assets.
• Assist with software installations, upgrades, license management, and user access administration.
• Coordinate with vendors and third-party providers for issue resolution, procurement activities, software support, and hardware-related services.
• Collaborate closely with Product, Engineering, QA, Business, and cross-functional teams to investigate, troubleshoot, validate fixes, support UAT activities, and resolve operational or application-related issues impacting users or clients.
• Coordinate with cross-functional teams during product releases, system upgrades, testing, and production deployments to ensure smooth implementation and minimal business disruption.
• Provide regular updates to senior IT staff, Product teams, and Managers regarding ongoing operations, incidents, service requests, issues, and project activities.
• Follow IT policies, procedures, security standards, compliance requirements, and support continuous improvement, automation, and operational optimization initiatives while participating in rotational shifts and working from office locations as required by business operations.

Qualifications

• B.E / B. Tech in Computer Science, Electronics & Communication, or Information Technology or equivalent.

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Minimum 2–5 years of experience in IT operations, technical support, helpdesk, or product support environments.
• Experience supporting enterprise users in fast-paced customer support or product support environments.
• Hands-on experience with Microsoft 365 administration and endpoint management technologies.
• Experience supporting Windows, Mac, iPad, iPhone, and Android environments.
• Experience handling customer support through voice, email, chat, ticketing systems, and collaboration tools.

• Familiarity with incident management, escalation handling, and SLA-driven support environments.

  Familiarity with incident management, escalation handling, and SLA-driven support environments.

  Experience using Jira, ServiceNow, or similar ticketing/ITSM tools is preferred.

  Exposure to EDC systems or enterprise application support environments is an advantage.

  Strong analytical, troubleshooting, and problem-solving skills.

  Ability to provide IT support via multiple channels (face-to-face, email, ticketing systems and remote).

  Strong verbal and written communication skills.

  Excellent collaboration and teamwork skills.

  Eagerness to learn, adapt, and grow in a dynamic global environment.

  Willingness and ability to work in rotation shifts, including night shifts, if required.

  Ability to document processes, create knowledge articles, and maintain IT reports.

   

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