Role & Responsibilities:

• Provide Level 2 support for desktops, laptops (Windows/macOS), printers, and peripheral systems. 
• Troubleshoot issues related to OS, software, networking, printing, and user applications. 
• Install, configure, and maintain Windows/macOS systems and Office 365 applications. 
• Administer user provisioning, access rights, and GPOs in Active Directory. 
• Support and manage Microsoft Intune for endpoint and app management.

• Maintain LAN, WAN, and Wi-Fi networks; perform basic router/firewall configuration and troubleshooting (Cisco, Fortigate). 
• Provide basic support for AWS cloud infrastructure (EC2, S3, IAM, VPC). 
• Perform server OS checks, backups, and basic troubleshooting for on-prem/cloud servers

• Lead a team of IT support engineers, assign tasks, monitor performance, and ensure adherence to SLAs. 
• Provide mentoring, guidance, and technical escalation support to team members. 
• Coordinate daily support tasks and ensure proper documentation and reporting.

• Maintain and update the inventory of hardware, software, and licenses. 
• Coordinate IT hardware/software procurement and vendor communication. 
• Assist with budgeting and IT planning related to procurement.

• Ensure adherence to IT policies and compliance standards. 
• Enforce usage, access, and security policies including endpoint protection and data access control. 
• Conduct periodic system health checks, performance audits, and documentation.

• Support planning for infrastructure scaling, system upgrades, and application rollout. 
• Contribute to evaluating and implementing new tools or technologies to enhance IT efficiency.

Skills & experience required to Succeed in this role:

• 4–5 years of relevant experience in Level 2 desktop support, IT systems administration, and end-user service delivery. 
• Proven experience in managing or leading a small IT support team. 
• Experience working with both on-premises and basic cloud-based infrastructures (especially AWS). 

Skills: 

• Proficient in Windows OS, macOS basics, Office 365, Intune, Active Directory.
• Familiar with LAN/WAN, routers, firewalls (Cisco, Fortigate), and Wi-Fi troubleshooting.
• Experience with ticketing tools and remote support platforms.

• Good understanding of IT policy enforcement and compliance requirements.
• Experience in endpoint security, user access management, and device control. 

• Skilled in maintaining hardware/software inventory and software license management.
• Experience in coordinating IT procurement and vendor communication. 

• Strong team leadership, performance tracking, and escalation handling.
• Excellent communication skills for technical and non-technical users. 
• Capable of preparing SOPs, system documentation, and incident logs 

• Proactive Troubleshooter: Skilled at resolving issues with minimal downtime. 
• Detail-Oriented: Committed to accurate documentation, asset management, and compliance.
• People-Centric Leader: Focused on team development and user satisfaction. 
• Reliable & Responsible: Takes ownership of infrastructure health and IT service delivery. 

• Basic scripting knowledge (PowerShell/Bash) for automation tasks.
• Familiarity with ITSM tools (e.g., ServiceNow, Freshservice). 
• Exposure to managing physical access control systems (e.g., CCTV, biometric systems). 

• Bachelor’s degree or diploma in Information Technology, Computer Science, or a related field.
• Preferred Certifications: Microsoft Certified (Intune/365), CompTIA A+/Network+, ITIL Foundation.