Role & responsibilities
1. Infrastructure Support
- Provide support for Windows servers, desktops, and network infrastructure.
- Manage and troubleshoot Active Directory, user accounts, and access permissions.
- Monitor system performance including servers, storage, and network connectivity.
- Perform backup monitoring, restoration support, and disaster recovery activities.
- Support VPN.
- Handle hardware issues including desktops, laptops, printers, and peripherals.
2. Incident & Service Management
- Handle IT helpdesk
- Ensure timely resolution of incidents, service requests, and change requests.
- Maintain SLA compliance and escalate critical issues when necessary.
- Document technical solutions, SOPs, Audit documents, GRN, PR and troubleshooting steps.
- Perform routine maintenance, updates, and patch management.
- Ensure system security and compliance with IT policies.
3. User Support
- Provide technical assistance to internal users and business teams.
- Conduct system onboarding and basic user training when required.
- Maintain a high level of customer service and communication.
Preferred candidate profile
- 2 - 4 Years of Experience in similar skill sets required
- Strong knowledge of Windows OS and desktop support.
- Experience with application troubleshooting and log analysis.
- Familiarity with Active Directory and networking fundamentals.
- Experience with ticket management systems.
- Basic knowledge of cloud platforms (AWS/Azure) is a plus.
- Understanding of backup solutions and monitoring tools.
- Good analytical and problem-solving skills.
- Strong communication and documentation skills
- Ability to work in a fast-paced support environment
- Good team collaboration and stakeholder management
- Strong problem-solving mindset
