IT Infrastructure and Technical Support Engineer

Job Description

The ideal candidate will be responsible for providing escalated technical support for user tickets, collaborating with vendors to resolve issues, and implementing new features to enhance user productivity along with endpoint management and reduce infrastructure workload/downtime. Additionally, the candidate will play a key role in managing and optimizing our IT infrastructure, ensuring systems are configured for optimal performance and security.

Responsibilities

1. Provide escalation support for L2/L3 user tickets, working with vendors such as Microsoft and Fortinet, Veeam to fix various issues, including troubleshooting Microsoft 365 issues and implementing new features to enhance user productivity.
2. Experience with tools such as Zabbix monitoring, enterprise RMM solutions, credential management systems. Detailed understanding of Hypervisors and storage and BMC’s is a great advantage.
3. Ensure systems are configured to operate at optimal performance by monitoring, analyzing, and evaluating the supporting IT infrastructure for the IP network according to Security best practices.
4. Manage Fortinet firewall, switches, and implement features for increased redundancy and security and manage patching schedule for OS and firmware updates.
5. Create and review technical documentation supporting systems management, as well as develop scripts for automation and systems maintenance standardization.
6. Manage and maintain Windows 10/11 Autopilot solution with Intune and Endpoint management, including configuration profiles and application deployment. Manage and maintain endpoint software repository with software owners. Help deploy critical security updates or patch’s as per defined SLA.
7. Resolve complex system problems and emergencies by providing technical skills in diagnosing and testing.
8. Collaborate with various stakeholders to understand their issues and create training sessions and Knowledge Base for User Self-Help.
9. Enforce companywide IT policies, with respect to end users.
10. Ensure optimal integrity, security, reliability, and performance with continuous development and enforcement of OS and security policies in line with organization frameworks.
11. Plan IT budget and coordinate with Local Indian vendors for AMC and support when required, conducting maintenance activities such as building systems like Access control, UPS, etc.

Requirements

1. 7 years and up experience in IT infrastructure management and endpoint management and technical support.
2. Strong understanding of security best practices and experience with security tools like Sentinel One, Microsoft Defender and threat analysis tools.
3. Proficiency in scripting languages such as PowerShell, bash for automation.
4. Experience with Microsoft Intune, Active Directory, Hybrid Exchange, Windows Server, and Microsoft 365 suite and licensing.

Benefits

• A competitive remuneration plan and an excellent working environment in a growing multinational organization.
• Beautiful, spacious, and modern workplace environment.
• Flexible work arrangement policy.
• Generous company-wide profit-sharing plan.
• Off-site Team Building and experiential development.
• Life Insurance and Accidental Insurance for Self.
• Free Medical Insurance for Self and Family.
• Weekly Team Lunches.
• Gym Benefits.
• Corporate Team Fun Activities.

Diversity & Inclusion

Diversity and inclusiveness are at the heart of who we are and how we work. We are committed to fostering an environment where differences are valued, policies and practices are equitable, and our people feel a sense of belonging. We welcome and embrace the diverse experiences, abilities, backgrounds, and perspectives that make our people unique and help guide us. When people feel free to be their authentic selves at work, they bring their best and are empowered to build a better working world.