Location - Bengaluru ( Hybrid )
Experience - 6+ years
We are seeking a Senior IT Support / Systems Engineer with strong experience in L2/L3 support, hybrid infrastructure, and Microsoft ecosystem administration. The role involves managing and supporting enterprise IT environments spanning on-premise infrastructure and cloud services, ensuring high system availability, and resolving complex technical issues. The ideal candidate will have hands-on expertise in Windows Server administration, Microsoft 365, Intune, networking fundamentals, and PowerShell automation, along with experience contributing to incident management, root cause analysis (RCA), and continuous service improvement. This role also requires strong collaboration with internal stakeholders and mentoring junior support engineers.
Key Responsibilities
- Provide L2/L3 technical support for infrastructure, systems, and enterprise applications.
- Handle complex incident resolution and 3rd line ticket escalations, ensuring timely root cause analysis and permanent fixes.
- Manage and support hybrid IT environments across on-premise infrastructure and cloud services.
- Administer Windows Server environments including Active Directory, GPO, DNS, and DHCP.
- Manage Microsoft 365 tenant administration, including mail flow, user management, and basic security configurations.
- Configure and manage Microsoft Intune and Autopilot for device provisioning, compliance policies, and application packaging.
- Automate administrative and operational tasks using PowerShell scripting.
- Monitor system performance and implement alerting, threshold tuning, and proactive issue resolution.
- Support endpoint protection, patch management, and security best practices.
- Contribute to ITIL-based processes including incident, problem, and change management.
- Participate in infrastructure upgrades, migrations, and improvement projects.
- Support backup and disaster recovery processes, including maintaining DR runbooks and recovery procedures.
- Maintain clear and structured documentation such as knowledge base articles and operational runbooks.
- Provide technical guidance and mentoring to L1/L2 support engineers.
- Communicate effectively with stakeholders during incidents and provide regular status updates and expectation management.
Essential Qualifications
- Proven experience in IT Support (L2/L3) within enterprise environments.
- Hands-on expertise in Windows Server administration (Active Directory, GPO, DNS, DHCP).
- Strong experience with Microsoft 365 administration, including mail flow management and tenant security basics.
- Experience managing Microsoft Intune and Autopilot device lifecycle management.
- Solid understanding of hybrid infrastructure environments (on-premise and cloud).
- Good knowledge of networking fundamentals including TCP/IP, VPNs, and VLANs.
- Strong scripting capability using PowerShell for automation and operational tasks.
- Experience working with ITIL processes such as incident, problem, and change management.
- Exposure to virtualization platforms such as VMware or Hyper-V.
- Familiarity with backup and recovery solutions and disaster recovery planning.
- Experience with Azure foundational services such as VMs, storage, and monitoring.
- Understanding of endpoint protection, system patching, and security practices.
- Ability to work in high-pressure incident situations while maintaining clear communication.
Nice to Have Skills
- Experience with Linux administration.
- Exposure to Mobile Device Management (MDM) solutions.
- Knowledge of advanced networking concepts and firewall administration.
- Experience working with advanced monitoring and alerting platforms.
- Experience contributing to infrastructure transformation or cloud migration initiatives.
Soft Skills
- Excellent communication and stakeholder management skills.
- Strong ownership mindset with accountability for meeting SLAs.
- Ability to prioritize tasks and manage time effectively in a fast-paced environment.
- Strong documentation and knowledge-sharing practices.
- Mentoring and coaching mindset to support junior team members.
- Proactive attitude with a continuous improvement mindset toward systems, processes, and support quality.
Benefits
- Comprehensive benefits package including health insurance, paid time off, and professional development opportunities.
About Potentiam
Potentiam is a global provider of highly qualified professionals to European SMEs from our offices in Romania, South Africa and India. Potentiam works with clients in finance, energy, leisure, marketing, business services and technology industries, providing technical, professional multi- lingual highly motivated staff, most of whom have had experience of working for international companies. Staff cover a wide range of roles from accounting, marketing, data management, HR, sales/account management, engineering, technology, and operations. Potentiam manages our staff's career development and personal development training, all infrastructure, HR and payroll with our clients directly managing day-to-day staff responsibilities and role training and development.
If interested please apply here, if you have any questions regarding the role, please feel free to write to [Confidential Information]
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