Service Ops Engineer II

Job Description

Job Profile: Service ops engineer II (IT)
Location: Bangalore | Karnataka
Years of Experience: 4 - 6 years

About the role,
This role is responsible for providing comprehensive IT support to the organization, ensuring the smooth operation of all hardware, software, and network infrastructure. The ideal candidate will be a hands-on professional with a strong technical background in supporting a mixed-platform environment, with a particular emphasis on macOS, Linux and Windows systems. They will be adept at troubleshooting a wide range of technical issues, from individual user problems to broader network-wide challenges. This position requires a proactive and organized individual who can manage IT assets, handle vendor relationships, and effectively communicate with stakeholders at all levels.

What you will do:
End-User Support:
Provide L1 and L2 technical support for desktops, laptops (including MacBooks, Linux & Windows laptops), and mobile devices.
Troubleshoot and resolve hardware and software issues, including operating system repair, upgrades, and installations.
Offer remote support and management to users, ensuring timely resolution of their technical problems.
Manage the onboarding and offboarding process for employees, including account creation, hardware provisioning, and system access.
Provide support for audio/video conferencing solutions in meeting rooms.
Address issues related to VOIP phones.
Network Management:
Monitor and maintain the local area network (LAN) and wireless fidelity (WiFi) infrastructure, troubleshooting connectivity problems.
Manage and configure network equipment such as routers, switches, ADSL modems, and handle MPLS connectivity.
Possess a strong understanding of network fundamentals including DHCP, DNS, VPN, VLANs, TCP/IP, and HTTP.
Perform routine checks of the server room and network connections to ensure optimal performance.
System and Security Administration:
Utilize endpoint management tools such as Jamf Connect/Pro, JumpCloud, or equivalent for managing and securing devices.
Administer license and patch management for software, including antivirus updates and Windows patch deployment.
Enforce security policies to prevent the installation of pirated software and ensure the overall security and efficiency of the IT infrastructure.
Possess a basic understanding of Active Directory for user management.
Knowledge of Linux operating systems is also required.
IT Operations and Management:
Maintain accurate IT asset management records.
Prepare and present monthly reports on IT operations and performance.
Create and maintain documentation, including daily checklists for server rooms and network connections.
Effectively manage relationships with vendors for procurement and support.
Utilize Excel or Google Spreadsheets with basic formulas and pivot tables for reporting and data management.
Stakeholder and Communication Management:
Effectively listen to and address the needs of end-users and other stakeholders.
Clearly communicate technical information, both orally and in writing, to management, coworkers, and customers.
Provide timely and relevant updates on IT-related matters.

What We're Looking For:

Qualifications & Experience:
Proven Experience: A graduate degree with 5-7 years of hands-on experience within the IT Service Delivery domain.
Technical Versatility: Deep, hands-on expertise across macOS, Windows, and Linux environments. A strong command of network fundamentals (DHCP,DNS,VPN,TCP/IP) is essential.
Leadership and Initiative: A demonstrated track record of successfully managing IT projects, mentoring junior staff, and collaborating effectively across technical and business functions.
Problem-Solving Mindset: A proactive and organized approach to troubleshooting, with a passion for ensuring the security, stability, and efficiency of the entire IT infrastructure.
Specialized Expertise: In-depth knowledge in at least one key technical domain (e.g., Network Management, Endpoint Security, Systems Administration)

Visit our tech blogs to learn more about some the challenges we deal with:
https://bytes.swiggy.com/the-tech-that-brings-you-your-food-1a7926229886

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, disability status, or any other characteristic protected by the law.

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