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Associate Infrastructure

Mumbai, India

Senior IT User Support Analyst
Provides in-depth support and leads problem solving and implementation efforts for specific technology products or applications.

Key Responsibilities and Duties

  • Working with callers and other help desk specialists to resolve normal and unusual information system problems.

  • Evaluating the efficiency of new tools and utilities used for help desk services.

  • Monitoring and categorizing incoming calls, analyzing frequently-asked questions and defining procedures.

  • Participating in the analysis of client-identified issues or problems which may require changes to procedures, standards or systems.
  • 3 Years Required; 5 Years Preferred

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  • University (Degree), Preferred
Physical Requirements
  • Physical Requirements: Sedentary Work
Preferred Education
  • University (Degree)

Career Level

Position: Associate – EUS Desktop L2

Location: Mumbai


TIAA’s End User Services Level 2 team is responsible for Desktop and OS support. The EUS Level 2 team collaborates closely with our business-aligned partners in technology and with key stakeholders across the enterprise. The EUS L2 associate will be responsible for White Glove support, Incident handling and Service Request management across Desktop, VDI, and Windows. In addition to technical support, the resource would be responsible for


  • Provide end-to-end support to white glove users.
  • Manage end user incidents & requests in the support queue.
  • Support & troubleshoot Desktops, VDI, OS & infrastructure agents.
  • Identify & remediate non-compliant systems in monthly desktop patching.
  • Act as the technical expert between L1 & L3.
  • Publish new & update exiting knowledge articles / Operating Procedures.
  • Ensure Asset management for desktops in maintained in alignment with IT & Finance requirements for asset records.
  • Ensure fulfillment of asset procedures in line with Audit & Compliance expectations.
  • Daily / Weekly / Monthly reporting on key metrics.
  • Ownership of delivering non BAU and tasks within the purview of End User Services team.
  • Provide support for VPN troubleshooting & Mobile devices.


Required Experience

  • Five or more years of End User support experience including:
    • Applications such as Microsoft Office 365, VPN, Citrix, and MDM (mobile device management) including install, modification and repair.
    • Support for PCs, laptops, printers, cell phones, and tablets etc.
    • Citrix XenDesktop 7.x, Active Directory, SCCM, MECM & RSA
    • McAfee & BitLocker Encryption, Symantec
    • O365 Products:
  • Knowledge & experience of supporting Citrix VDI environments.
  • Knowledge & experience of Audio & Video conferencing products.
  • Understanding of network concepts.

Desired Skills / Qualifications

  • Preferred, not required: Certification in relevant IT products/technologies (Examples, CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP))
  • Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
  • Working knowledge of Windows operating systems, networks, and network security concepts and tools is required
  • Working knowledge of Microsoft Office 365 suite including Outlook & Teams.
  • Solid analytical / cognitive skills to troubleshoot complex and technical problems.
  • Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.
  • Demonstrated capability to achieve results under pressure in a fast paced client driven environment
  •  Knowledge & experience of working in an environment with ITIL procedures implemented.
  • Bachelor’s degree in computer science or equivalent.


Company Overview

TIAA GBS India was established in 2016 with a mission to tap into a vast pool of talent, reduce risk by insourcing key platforms and processes, as well as contribute to innovation with a focus on enhancing our technology stack. TIAA GBS India is focused on building a scalable and sustainable organization , with a focus on technology , operations and expanding into the shared services business space. 
Working closely with our U.S. colleagues and other partners, our goal is to reduce risk, improve the efficiency of our technology and processes and develop innovative ideas to increase throughput and productivity.

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status.

Accessibility Support

TIAA offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities.

If you are a U.S. applicant and desire a reasonable accommodation to complete a job application please use one of the below options to contact our accessibility support team: 

Phone: (800) 842-2755


Privacy Notices

For residents of California, please click here to access the TIAA CA Applicant Privacy Notice.

For residents of the EU / UK, please click here to access the EU / UK Pre-employment Notice.

For all other residents, click here to access the Applicant Privacy Notice.

Client-provided location(s): Mumbai, Maharashtra, India
Job ID: d587a8cb63c4d1426d88422d466855e00541af068a8da8ac919ef19cc012d8f5
Employment Type: Other