About the role
Job SummaryWe are looking for an IT Administrator (L1/L2 Support Engineer) to provide first and second-level technical support for end-user devices and enterprise IT services. The ideal candidate should have hands-on experience with Windows 11, Microsoft 365, Microsoft Intune, Active Directory, basic networking, endpoint management, and exposure to virtualization technologies such as Proxmox, while ensuring timely resolution of IT issues.Key Responsibilities
- Provide L1/L2 support for desktops, laptops, printers, and end-user peripherals.
- Install, configure, and troubleshoot Windows 11, Microsoft 365 Apps, Outlook, Teams, OneDrive, SharePoint, and other business applications.
- Support Microsoft 365, Entra ID (Azure AD), Active Directory, and Intune for user account management, onboarding/offboarding, MFA, and device management.
- Configure and troubleshoot Windows Autopilot, endpoint policies, software deployment, BitLocker, and compliance policies.
- Troubleshoot hardware, software, email, VPN, LAN/Wi-Fi, DNS, DHCP, and connectivity issues.
- Provide basic support for virtualization environments, including monitoring virtual machines, snapshots, backups, and routine administrative tasks on Proxmox VE.
- Perform OS installation, imaging, software installation, patch management, and system updates.
- Monitor endpoint health and device compliance using Microsoft Intune.
- Maintain IT assets, documentation, and support tickets in accordance with SLAs.
- Achieve defined FRC, SLA, TAT/MTTR,and CSAT targets.
- Ensure timely ticket updates, accurate documentation, and quality ticket closures.
- Maintain endpoint compliance, patch management, and security standards.
- Maintain accurate IT asset inventory, documentation, and knowledge base articles.
- Drive process improvements and automation initiatives to enhance operational efficiency.
- Coordinate with vendors and internal teams for issue resolution and hardware replacements.
- Assist in Server administration and network printer/file share management.
- Create and maintain technical documentation and knowledge base articles.
- Escalate complex issues to senior engineers when required.
- Hands-on experience with Windows 11, Microsoft 365, Intune, Entra ID (Azure AD), Active Directory, and Endpoint Manager.
- Good understanding of TCP/IP, DNS, DHCP, VPN, LAN/Wi-Fi, and Server administration.
- Basic knowledge of virtualization concepts and exposure to Proxmox VE or similar virtualization platforms preferred.
- Experience with ITSM tools, endpoint troubleshooting, and remote support tools.
- Familiarity with BitLocker, and endpoint security best practices.
- Basic PowerShell knowledge is an added advantage.
- Qualifications
- Bachelor's degree in BE/B.Tech/BCA/B.Sc/MCA or equivalent.
- 1–3 years of experience in IT Support, Desktop Support, or IT Administration.
- Microsoft or ITIL certifications are an added advantage.
- Strong troubleshooting and communication skills.
- Customer-focused with good analytical and problem-solving abilities.
- Good documentation and organizational skills.
- Ability to work independently and collaboratively in a fast-paced environment.
- Willingness to learn new technologies and adapt to evolving IT environments.