Sr. IT Support Engineer

• *Senior IT Support Specialist – Job Description**

The Senior IT Support Specialist is responsible for providing advanced technical support, maintaining IT infrastructure, and ensuring the smooth operation of hardware, software, networks, and business applications. This role serves as an escalation point for complex technical issues, mentors junior support staff, and works closely with other IT teams to improve system reliability and user experience.

• *Key Responsibilities:**

• Provide Level 2/Level 3 technical support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot and resolve hardware, software, operating system, and network\-related issues.
• Install, configure, and maintain Windows, macOS, and business applications.
• Manage user accounts, permissions, and security policies using Active Directory and Microsoft 365\.
• Support email systems, collaboration tools, VPNs, and remote access solutions.
• Monitor IT systems to identify and resolve performance or security issues proactively.
• Escalate critical incidents to appropriate teams and coordinate issue resolution.
• Document incidents, solutions, and IT procedures in the service management system.
• Mentor junior IT support staff and provide technical guidance.
• Participate in IT projects, including hardware refreshes, software deployments, and system upgrades.
• Ensure compliance with IT security policies, backup procedures, and company standards.
• Coordinate with vendors for hardware repairs, software licensing, and technical support.

• *Required Qualifications:**

• Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 5\+ years of experience in IT support or technical support roles.
• Strong knowledge of Windows operating systems, Microsoft 365, Active Directory, networking, and hardware troubleshooting.
• Experience with ticketing systems such as ServiceNow, Jira Service Management, or Zendesk.
• Familiarity with virtualization, cloud services (Azure or AWS), and endpoint management tools is an advantage.
• Knowledge of cybersecurity best practices and ITIL processes is preferred.
• Relevant certifications such as CompTIA A\+, Network\+, Microsoft Certified, ITIL Foundation, or similar are desirable.

• *Key Skills:**

• Advanced troubleshooting and problem\-solving
• Excellent communication and customer service
• Leadership and mentoring abilities
• Time management and prioritization
• Documentation and reporting
• Team collaboration
• Analytical thinking
• Attention to detail

• *Preferred Experience:**

• Supporting enterprise environments with 200\+ users.
• Managing Microsoft 365, Active Directory, Intune, and endpoint security solutions.
• Experience with remote support tools and enterprise device management.

Pay: ₹20,000\.00 \- ₹30,000\.00 per month

Work Location: In person