Senior IT Support Engineer
5 days ago
Role: Senior Associate IT Support Educational
Qualification: Diploma / Graduate in any discipline
Experience: 5+ Years
Location: Bangalore
Shift: General
Summary: The Senior IT Support Engineer (L2) is responsible for providing second-level technical support, managing daily escalations, and ensuring IT operations align with security standards like ISO27001. This role demands strong experience across AD servers, Office365, Google Workspace, VDI systems, MDM/AV tools, and foundational networking.
Key Responsibilities
• Act as escalation point for L1 issues; troubleshoot and resolve complex incidents across domains like AD, O365, Google Workspace, and VDI.
• Manage user provisioning and administration in Active Directory, Exchange, and Google Workspace.
• Configure, troubleshoot, and maintain virtual desktop infrastructure.
• Administer MDM solutions and antivirus tools; manage patching and policy application.
• Support basic network infrastructure (VPN, switching, routing, DHCP, DNS).
• Implement and sustain compliance with ISO27001 controls as part of daily operations. Responsibilities may include documentation maintenance, internal audits and risk assessment coordination.
• Collaborate on escalation processes, including vendor and L3 handoffs, and maintain knowledge base articles for recurring issues.
• Ensure all incidents and service requests are logged and tracked through ticketing systems, adhering to SLAs and escalation protocols.
• Mentor junior support staff and assist in creating troubleshooting guides, KB documentation, and escalation workflows. Qualifications & Skills
• Experience: 3-5 years in IT support or L2 escalation roles experience with compliance standards is a strong plus
Note: Preferably for the male candidates
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