Senior IT Support

• Job Title: Senior IT Support

• Requirement; 1

• Experience: 5+

• Location: Andheri East

• Job Type: Permanent

• Work Mode: On-site (Work from Office)

• Work Schedule: 5 days a week (Monday to Friday)

• Weekends Off: Saturday and Sunday

• Shift Timings: 09:30 AM to 06:30 PM (with flexible start time, up to 10:30 AM)

  
  
  
  

Job Description: Senior IT Support Engineer

1. Key Responsibilities

A. End-User IT Support

• Provide L1/L2 technical support for desktops, laptops, printers, scanners, and other IT peripherals.

• Troubleshoot Windows operating systems, Microsoft Office applications, email, VPN, and connectivity issues.

• Diagnose and resolve hardware, software, and operating system problems.

• Support employees with technical issues through tickets, email, phone, and remote support tools.

• Escalate complex issues to the appropriate teams and ensure timely resolution.

B. Active Directory and User Management

• Create, modify, disable, and manage user accounts in Active Directory.

• Manage password resets, account lockouts, group memberships, and access permissions.

• Configure and troubleshoot Group Policy Objects (GPOs).

• Manage DNS, DHCP, LDAP, and domain-joining issues.

• Support user onboarding, offboarding, and access revocation processes.

C. Network and Infrastructure Support

• Troubleshoot LAN, WAN, Wi-Fi, VPN, and internet connectivity issues.

• Support switches, routers, firewalls, access points, and network cabling.

• Configure IP addresses, DNS settings, VLAN access, and network shares as authorized.

• Monitor network and server availability and escalate outages promptly.

• Coordinate with internet service providers and network vendors to resolve connectivity issues.

D. Server and System Administration

• Provide basic administration and troubleshooting for Windows and Linux servers.

• Monitor server availability, disk space, system performance, and event logs.

• Manage file shares, folder permissions, and centralized storage access.

• Support server patching, software installation, and routine maintenance.

• Assist with backup monitoring, restoration requests, and disaster recovery activities.

E. IT Asset and Inventory Management

• Maintain accurate records of laptops, desktops, monitors, printers, servers, and other IT assets.

• Update the asset management system and internal asset registers for all allocations, transfers, and returns.

• Ensure asset details are recorded before issuing equipment to employees.

• Manage laptop issuance, collection, replacement, repair, and disposal processes.

• Track warranty details, hardware lifecycle, software licenses, and AMC renewals.

• Conduct periodic physical asset verification and reconcile discrepancies.

F. Endpoint Security and Device Management

• Manage endpoint antivirus, EDR, MDM, and device compliance in coordination with the security team.

• Ensure operating systems and applications are patched regularly.

• Support laptop encryption, USB restrictions, screen-lock policies, and other endpoint security controls.

• Ensure company devices comply with IT and information security policies.

• Assist with vulnerability remediation, security audits, and investigation of endpoint security alerts.

G. IT Helpdesk and Ticket Management

• Manage IT support tickets and ensure resolution within defined SLAs.

• Prioritize incidents based on business impact and urgency.

• Maintain proper documentation of issues, troubleshooting steps, and resolutions.

• Identify recurring problems and recommend permanent corrective actions.

• Prepare daily, weekly, and monthly IT support reports.

H. Software and Application Support

• Install, configure, and troubleshoot authorized business applications.

• Support software deployment, updates, licensing, and application access issues.

• Coordinate with application teams and vendors to resolve technical problems.

• Assist with user acceptance testing and deployment of IT tools when required.

2. Required Technical Skills

• Windows 10/11 installation, configuration, and troubleshooting

• Windows Server administration and Active Directory

• DNS, DHCP, Group Policy, LDAP, and domain management

• Basic Linux administration and troubleshooting

• LAN/WAN, TCP/IP, VLANs, Wi-Fi, VPN, and network troubleshooting

• Hardware diagnosis, laptop repair coordination, and peripheral support

• Microsoft 365 or equivalent email and productivity tools

• ITSM/helpdesk and asset management tools such as ManageEngine

• Endpoint security, antivirus, EDR, MDM, and patch management

• File server, NAS, backup, and permission management

• Remote desktop and remote support tools

3. Required Soft Skills

• Strong troubleshooting and analytical skills

• Ability to prioritize incidents and manage multiple tasks

• Strong ownership and accountability for assigned tickets

• Ability to work independently and support a team

• Good documentation and reporting skills

• Professional communication with employees, management, and vendors