Job Title: IT Infrastructure Support Engineer (L1/L2)
Location: Chennai/Bangalore
Reports To: Head of Enterprise IT Services
Role Summary
We are looking for a hands-on IT Infrastructure Support Engineer to provide day-to-day L1/L2 support across end-user computing, workplace IT, and enterprise collaboration platforms (Microsoft 365 and/or Google Workspace).
This role is responsible for ensuring smooth, secure, and scalable IT operations across Windows and macOS environments, supporting both current Microsoft ecosystem and potential transition to Google Workspace.
This role is critical to delivering a future-ready, secure digital workplace experience across devices and platforms.
Key Responsibilities
1. End-User Support & Service Desk Operations
- Provide L1/L2 support for:
- Windows and macOS laptops/desktops
- Mobile devices
- Office IT (network, Wi-Fi, printers, AV systems)
- Productivity platforms (Microsoft 365 and/or Google Workspace)
- Remote access and VPN (GlobalProtect or equivalent)
- Troubleshoot:
- OS-level issues across Windows & macOS
- Email, calendar, collaboration, and file-sharing issues
- Respond within defined SLAs and escalate where required
2. ITSM & Ticket Management
- Handle incidents, requests, and changes via ITSM tools (JSM/ServiceNow)
- Follow ITIL-based practices for incident, problem, and change management
- Maintain documentation and support root cause analysis
3. End-User Computing & Endpoint Management
Manage:
- Laptop provisioning, imaging, and configuration (Windows & macOS)
- Software deployment, patching, and upgrades
- Enforce device compliance using:
- Microsoft Intune (Windows + macOS device management)
- Ensure device encryption, OS updates, and compliance policies
- Maintain asset inventory and lifecycle tracking
- Support onboarding/offboarding activities
4. Collaboration Platforms Support (M365 + Google Workspace)
- Microsoft 365 Support: Outlook / Exchange, Teams, OneDrive / SharePoint
- Google Workspace Support: Gmail, Calendar, Drive, Google Meet
- Troubleshoot:
- Mail flow, access, sync, permissions, sharing issues
- Cross-platform usage challenges (Windows/macOS + browser vs desktop apps)
5. Infrastructure, Identity & Secure Access
- Support Active Directory / identity services and Basic access provisioning
- Assist with SSO, MFA, and identity access (cross-platform environments)
- Troubleshoot Network and VPN connectivity (GlobalProtect)
6. Workplace IT & Office Readiness
- Ensure readiness of Meeting rooms (Teams / Google Meet setups)
- Support Office network and collaboration infrastructure
- Provide on-ground support for business-critical activities
7. Compliance, Security & Process Adherence
- Follow IT security policies and access controls
- Ensure compliance via Endpoint policies (Intune across Windows & macOS)
- Support IT audits and governance requirements
