IT Asset Manager

About Sonata Software

Sonata Software, with over $1.2 Billion Revenue, is a leading AI-first Modernization Engineering company, powered by our unique Platformation TM framework. Our 6400 AI Engineers are helping enterprises transform from systems to intelligent business platforms leveraging partner ecosystem to drive speed, efficiency and growth. Our bouquet of Modernization Engineering Services with AI -first approach cuts across Cloud, Data, AI, Dynamics, Test Automation, and Managed Services.

Sonata’s AI-led modernization is enabled by a powerful suite of proprietary tools and assets. At the core is the Harmoni.AI Enterprise Platform, which includes Agent Bridge-a governance and observability framework; Agent Builder-a development toolkit for fungible agents integrated into enterprise systems; and the Agent Marketplace-an internal ecosystem for modular, reusable agents.

Headquartered in Bengaluru, India, Sonata Software has a strong global presence, including key regions US, UK, India, Malaysia, Mexico, Australia, DACH (Germany/Switzerland) & Nordics (Finland) . We are a trusted partner of Fortune 500 companies in Banking, Financial Services and Insurance; Healthcare and Lifesciences; Telecom, Media, and Technology; and Retail, Manufacturing and Distribution space.

Deep collaborations with partners like Microsoft, AWS, Salesforce, and Snowflake strengthen our ability to deliver cutting-edge AI solutions. Our 30 years of partnership with Microsoft, and being part of the elite Microsoft Inner Circle, places us among the top 1% of global Microsoft partners. Sonata is now among the first companies to earn the Microsoft Frontier Partner Badge Also; Sonata Software is proud to achieve AWS Premier Tier Status in the AWS Partner Network.

Job Title- Service Desk Analyst

Location- San Jose, CA

Roles And Responsibilities

• The engineer will log, categorize, prioritize, and manage incoming incidents and service requests received via phone, email, and chat channels.
• The engineer will provide first-level technical support for password resets, account access issues, software installation and configuration, and basic troubleshooting of operating systems and applications.
• The engineer will communicate clearly and professionally with end users and provide timely updates on ticket status and resolution progress.
• The engineer will escalate unresolved or complex issues to L2 support teams or appropriate resolver groups within defined timelines.
• The engineer will create, update, and maintain knowledge base articles and solution documentation, contributing a minimum of five knowledge articles per week to support knowledge sharing and shift-left initiatives.
• The engineer will ensure all tickets are resolved within agreed Service Level Agreements and will follow up with users to confirm resolution and satisfaction.
• The engineer will identify, prioritize, and resolve compliance-related tickets within five working days.
• The engineer will provide hands-on support for Microsoft OneDrive, Intune, Teams, and O365 applications, as well as macOS platforms including Mojave, High Sierra, and Catalina
• .The engineer will perform remote software installations and provide basic endpoint support.
• The engineer will demonstrate working knowledge of SCCM at a basic level, along with VPN technologies and fundamental networking concepts.
  
  

Qualifications & Required Skills

• The candidate must hold a bachelor’s degree in computer science, Information Technology, or a related field.
• IT-related certifications such as CompTIA A are considered an advantage.
• The candidate must have a minimum of five years of experience in a technical support or service desk role.
• Strong verbal and written communication skills with excellent customer-handling abilities are required.
• The candidate must demonstrate proven problem-solving and analytical skills.
• Experience in PC support, basic networking concepts, and Microsoft productivity tools such as MS Office and Outlook are required.
• The candidate must have a basic understanding of Windows and macOS operating systems.
• Familiarity with IT service management concepts and operational frameworks such as ITIL are required.
• The candidate must be comfortable working in a 24/7 shift-based environment and capable of handling multiple tasks in a fast-paced setting.
• The ideal candidate will be self-motivated, detail-oriented, and committed to delivering high-quality customer support.
  
  

Why join Sonata Software?

At Sonata, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build never seen before solutions to some of the world’s toughest problems. You´ll be challenged, but you will not be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

Sonata Software is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity, age, religion, disability, sexual orientation, veteran status, marital status, or any other characteristics protected by law.