IT Support

We are seeking a proactive and customer-focused IT Support Engineer to deliver reliable technical support and maintain our hybrid IT infrastructure. In this role, you will be responsible for troubleshooting end-user issues, managing desktop and server environments, administering identity and access systems, and ensuring the smooth operation of business-critical IT services.

You will act as the primary escalation point for technical issues, supporting Windows, macOS, and Linux environments while maintaining virtualization infrastructure, cloud productivity platforms, networking, endpoint security, and IT assets. The ideal candidate is passionate about technology, enjoys solving complex technical problems, and thrives in a fast-paced environment.

End-User Support & Systems Administration

• Provide L1/L2 technical support for hardware, software, operating system, and application-related issues.
  
• Troubleshoot and maintain Windows 10/11, macOS, Ubuntu, and CentOS systems.
  
• Serve as the primary escalation point for desktop and server-related technical issues.
  
• Configure, deploy, and maintain laptops, desktops, printers, and peripheral devices.
  
• Perform software installations, upgrades, and system patching.
  
• Support virtualization environments using VMware.
  
• Maintain system documentation, knowledge base articles, and standard operating procedures.
  

Identity & Access Management

• Administer user accounts, permissions, and access across:
  
  • Microsoft 365
    
  • Google Workspace
    
  • Active Directory
    
  • Azure Active Directory (Azure AD)
    
  • JumpCloud
    
• Implement user onboarding, role changes, and offboarding processes.
  
• Troubleshoot authentication and access-related issues.
  

IT Service Management

• Manage support tickets through platforms such as:
  
  • osTicket
    
  • ManageEngine ServiceDesk Plus
    
• Ensure incidents and service requests are resolved within defined SLAs.
  
• Escalate critical issues when required and provide timely status updates to stakeholders.
  

Networking & Infrastructure Support

• Troubleshoot and maintain basic network infrastructure, including:
  
  • TCP/IP
    
  • DNS
    
  • DHCP
    
  • VPN
    
  • VLAN
    
  • Cisco and Aruba wireless networks
    
• Assist in monitoring network availability and performance.
  
• Support connectivity troubleshooting across LAN, WAN, and wireless environments.
  

Security & Endpoint Management

• Assist in managing Sophos Firewalls (XG/SG Series).
  
• Administer Sophos Central Antivirus and endpoint protection.
  
• Monitor endpoint health and security compliance.
  
• Support implementation of IT security best practices and organizational policies.
  

IT Asset & Device Management

• Manage the complete lifecycle of IT assets, including procurement, deployment, maintenance, and retirement.
  
• Maintain inventory records for laptops, desktops, servers, mobile devices, and accessories.
  
• Coordinate hardware repairs and vendor support for Dell and HP devices.
  
• Ensure proper asset tracking and compliance with organizational standards.
  

Remote Support

• Provide remote technical assistance using:
  
  • TeamViewer
    
  • Microsoft Remote Desktop
    
• Support remote employees with software, hardware, and connectivity issues.
  

Requirements

• Bachelor's degree in Computer Science, Information Technology, Electronics, or a related discipline.
  
• 2–5 years of experience in IT support, system administration, or desktop engineering.
  
• Experience supporting Windows, macOS, and Linux operating systems.
  
• Hands-on experience with Microsoft 365 and Google Workspace administration.
  
• Working knowledge of Active Directory, Azure AD, and JumpCloud.
  
• Experience supporting VMware environments.
  
• Familiarity with ITSM/ticketing tools such as ManageEngine ServiceDesk Plus or osTicket.
  
• Understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, VLANs, and Wi-Fi troubleshooting.
  
• Basic experience with Sophos Firewalls and Sophos Central Endpoint Security.
  
• Experience managing IT hardware, software licenses, and asset inventories.
  
• Strong troubleshooting and problem-solving skills.
  
• Excellent communication and customer service abilities.
  

Benefits

• Insurance Benefits - Medical Insurance, OPD Coverage, Accidental Insurance, Life Insurance.
  
• Wellness Program - Employee Assistance Program, Annual Health Check-Ups, Onsite Medical Centers, Emergency Support System.
  
• Parental Support - Maternity Benefit, Travel Reimbursement for Expectant Mothers during Last Trimester, Paternity Benefit, Day Care Support Program
  
• Mobility Benefits - Travel Policy, Relocation and Deputation benefits,
  
• Statutory Benefits - Employee PF Contribution, Gratuity, Leave Encashment
  
• Other Benefits – Unlimited Leave Policy, Professional Development Policy, Referral Bonuses, Internet and Telephone Allowance.