Senior Information Technology Support

1 week ago

Pune, Maharashtra, India Shework Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Job Summary:

IT Support Engineer to provide technical assistance and support for the company's computer systems, hardware, and software. The ideal candidate will be responsible for diagnosing and resolving complex issues, managing IT infrastructure, and ensuring minimal disruption to business operations. This role requires a strong combination of technical expertise and exceptional communication skills.

Key Responsibilities:

Tier 1 & 2 support:

  • Provide timely and effective technical support to end-users via phone, email, and a ticketing system, documenting all issues and resolutions.
  • Troubleshoot and resolve a wide range of technical problems, including hardware failures, software malfunctions, and network connectivity issues.
  • Serve as an escalation point for complex issues, guiding and mentoring junior support staff.
  • Manage user accounts, permissions, and access rights using tools like Active Directory and Microsoft 365

System maintenance and configuration

  • Install, configure, and maintain computer hardware, software, and peripherals (e.g., printers and scanners).
  • Perform routine system updates, security patching, and preventative maintenance to ensure the security and stability of the IT environment.
  • Support the deployment of new software and infrastructure projects, ensuring smooth rollouts

Infrastructure and network management

  • Possess a strong understanding of networking concepts to troubleshoot connectivity issues related to TCP/IP, DNS, DHCP, and VPNs.
  • Support basic network infrastructure, including switches and access points.
  • Provide hands-and-feet support for data center incidents and changes as needed.
  • Administer on-premise and cloud-based services, such as Microsoft Exchange Online, SharePoint Online, Azure AD, or AWS

Asset management and security

  • Track and manage the lifecycle of all IT assets, from deployment to disposal.
  • Enforce IT security best practices, such as endpoint protection, encryption, and antivirus management.
  • Manage backups and assist with data recovery operations.

Required qualifications and skills

  • Bachelor's degree in Information Technology, Computer Science, or a related field is often preferred, but not always mandatory.
  • Minimum of 2–4 years of experience in an IT support or help desk role, with at least 2 years in a Level 2 capacity.
  • Certifications like Microsoft, ITIL or CISCO would be added advantage.

Technical skills

  • Proficiency in administering and troubleshooting Windows and macOS operating systems.
  • Extensive knowledge of Microsoft 365 services (Outlook, Teams, SharePoint) and Active Directory.
  • Strong understanding of networking fundamentals and remote support tools (e.g., Teams, RDP, AnyDesk).
  • Familiarity with ITSM and ticketing systems (e.g., Jira Service Desk, ServiceNow).
  • Basic knowledge of cloud technologies (e.g., Azure or AWS) is increasingly important.
  • Experience with scripting languages like PowerShell for automation is a plus.

Soft Skills

  • Excellent problem-solving skills with a logical, methodical approach to troubleshooting.
  • Strong verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
  • A patient, customer-focused, and service-oriented mindset.
  • Strong time management and prioritization skills to handle multiple tasks efficiently.

Ability to work both independently and collaboratively within a team

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