Job description

Job Title: IT Administrator (L1/L2 Support Engineer)

Reports to: IT Lead

Work Location: Bangalore

Job Summary

We 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.

Required Skills

- 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.

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