IT Support Engineer

Overview:

Job Title : IT Support Engineer / System Administrator

Role Summary:

Responsible for providing end-user IT support, managing IT infrastructure, user administration, endpoint security, software deployment, asset management, and coordination with OEMs/vendors to ensure uninterrupted IT operations across the organization.

End User Support:

• Provide L1/L2 support for desktops, laptops, printers, scanners, and peripherals.
• Resolve user issues related to Windows, Microsoft 365, Outlook, Teams, VPN, and network connectivity.
• Troubleshoot hardware and software incidents within defined SLAs.
• Support onboarding and offboarding activities.

User & Access Management:

• Create, modify, and disable user accounts.
• Manage Active Directory, Microsoft 365, email accounts, and distribution groups.
• Handle password resets and MFA-related issues.

Infrastructure Management:

• Monitor and maintain servers, networking devices, Wi-Fi, firewall, and internet connectivity.
• Coordinate preventive maintenance activities.
• Perform system health checks and capacity monitoring.

Asset Management:

• Maintain IT asset inventory of laptops, desktops, networking devices, and software licenses.
• Track procurement, warranty, AMC, and renewals.
• Maintain asset allocation and return records.

Vendor Coordination:

• Coordinate with OEMs and vendors for hardware replacement, warranty claims, and AMC support.
• Maintain support contracts and escalation matrices.

Documentation & Reporting:

• Maintain SOPs, knowledge base articles, and troubleshooting guides.
• Generate monthly support reports and ticket summaries.
• Maintain compliance-related IT documentation.

Required Skills:

• Windows Server Administration
• Active Directory
• Microsoft 365 Administration
• Outlook & Teams Support
• Networking (TCP/IP, DNS, DHCP, VPN)
• Hardware Troubleshooting
• IT Asset Management

Preferred Skills:

• Azure Administration
• Intune / Endpoint Manager
• PowerShell Scripting
• Firewall Administration (Fortinet, Sophos, SonicWall)
• VMware / Hyper-V Virtualization

Experience:

• 3-7 years in IT Support / System Administration.
• Experience supporting 100+ users preferred.

Education:

• B.Sc./BCA/B.E./B.Tech (IT, Computer Science) or equivalent.

Certifications (Preferred):

• Microsoft Certified: Modern Desktop Administrator
• Microsoft 365 Administrator
• Network+

Kpis:

• Incident resolution within SLA
• User satisfaction score
• System uptime
• Security compliance adherence
• Asset inventory accuracy
• First-call resolution rate