Job Description

Roles & Responsibilities

Key Responsibilities

• Provide advanced (L2/L3) technical support for escalated hardware, software, and network issues

• Perform in-depth troubleshooting and root cause analysis (RCA) for recurring and critical incidents

• Manage and administer Active Directory (user management, group policies, access control)

• Support and troubleshoot Microsoft Office 365 and related services (Exchange Online, Teams, SharePoint)

• Handle incident, problem, and change management as per ITIL practices

• Monitor system performance and ensure high availability and uptime

• Work on patching, system upgrades, and configuration management

• Collaborate with infrastructure, network, and security teams for issue resolution

• Maintain and improve documentation, SOPs, and knowledge base

• Support on-call rotations and critical incident management

Desired Candidate Profile

• 5 years of minimum experience in IT Support / Infrastructure Support

• Strong troubleshooting expertise in Windows environments, hardware, and enterprise applications

• Hands-on experience with Active Directory (GPOs, user access, security policies)

• Strong knowledge of Microsoft Office 365 administration and support

• Experience with ticketing tools (ServiceNow, Jira, Zendesk, etc.)

• Solid understanding of networking concepts (DNS, DHCP, TCP/IP, VPN)

• Experience in incident management, problem management, and RCA

• Ability to handle high-priority incidents and escalations

• Good communication and stakeholder handling skills