End-User & Systems Engineer

SOS; New Delhi; On-site; INR 600,000 - 800,000; Full time

Job summary

SOS in New Delhi is seeking a hands-on End-User & Systems Engineer to own day-to-day IT operations in Delhi and provide remote support to users across India. You will manage laptops, apps, email, connectivity, local network, Windows servers and the MS 365 tenant.

This role emphasizes both fast problem solving and building standards to prevent recurrence, with clear communication across cities and states.

Qualifications

• Hands-on IT end-user support experience with Windows devices and productivity apps.
• Experience in configuring and managing Microsoft 365 and Intune CE/MDM.
• Knowledge of networking basics, DNS/DHCP, VPNs and security controls.
• Ability to work across locations and communicate clearly with users.

Responsibilities

• Provide end-user and service desk support for laptops, applications, email, and peripherals.
• Administer local network, Windows servers and Microsoft 365 tenant.
• Coordinate on-site and remote support across multiple locations within India.
• Create and maintain knowledge base to reduce repeat tickets.

Skills

End-User Support

Service Desk

Windows Server

Microsoft 365

Intune

Networking basics

VPN

Azure/AWS

PowerShell

Education

BE / B.Tech / Diploma in CS/IT

Tools

Active Directory

Exchange Online

Intune

Azure / AWS

VMware / Hyper-V

Job description

About the Role:-

We are looking for a hands-on End-User & Systems Engineer to own day-to-day IT operations at New Delhi and provide remote support to users across our other locations in India. You will be the first and last line of support for everything a user touches laptops, applications, email, connectivity while also administering the local network, Windows servers and our Microsoft 365 tenant.

This is a broad, high-ownership role suited to someone who enjoys both fixing problems quickly and building the standards that stop them recurring. You will work directly with a diverse user base across cities and states, so clear communication matters as much as technical depth.

Key Responsibilities:-

End-User Support & Service Desk

• Provide end-to-end support on all end-user devices, operating systems, productivity software and peripherals desktops, laptops, printers, mobile devices.


• Own incidents and service requests through the service desk: log, triage, resolve within agreed SLAs, and escal


• Commission and provision devices for new joiners hardware, OS image, software, network access and device enrolment and complete the defined exit process for leavers (hardware recovery, data, mailbox handling).


• Support both on-site and remote users with equal responsiveness, coordinating across time zones and locations.


• Build and maintain a self-service knowledge base and how-to guides to reduce repeat tickets.

Network & Security Infrastructure

• Deploy, configure and run network and security devices including Layer 2/3 switches, firewalls/UTMs, wireless access points.


• Administer TCP/IP networking, VLANs, access lists, NAT, routing, content filtering and site-to-site / remote-access VPNs.


• Monitor Internet links and manage redundant connectivity, failover and ISP escalations to keep sites online.


• Operate endpoint and network security controls EDR/XDR, anti-malware, patching, vulnerability remediation and MFA enforcement.


• Implement, run and support CCTV surveillance and physical access systems at the facility.

Servers, Cloud & Collaboration

• Administer and troubleshoot Windows Server (2016/2019/2022), Active Directory, DNS, DHCP, Group Policy and file/print services.


• Manage the Microsoft 365 tenant Exchange Online, Teams, SharePoint and OneDrive — including licensing, security and compliance settings.


• Administer identity and device management through Microsoft Entra ID and Intune, including conditional access, compliance policies and application deployment.


• Run and secure email services: anti-spam and anti-phishing controls, DMARC/DKIM/SPF, mail flow rules and mailbox data protection.


• Support and administer workloads on Azure or AWS as our cloud footprint grows.

Data Protection & Continuity

• Own backup and recovery for endpoints, servers and cloud data; test restores on a defined schedule rather than assuming backups work.


• Maintain data security and privacy controls across storage, transit and endpoints, in line with company policy and applicable data protection law.


• Contribute to business continuity and disaster recovery planning for IT services at your site.

Governance, Documentation & Vendor Management

• Maintain an accurate asset inventory of all hardware, software licences and subscriptions, including renewal tracking.


• Keep documentation current through joiner, mover and leaver events, and file all hard and soft records in the specified locations.


• Engage vendors and service providers for procurement, quotations, support escalations and periodic performance review.


• Report on IT service performance, recurring issues and infrastructure risks to the IT lead.

Required Qualifications & Experience

• 4–6 years of hands-on experience in IT end-user support, local network administration and Windows server administration.


• B.E. / B.Tech / Diploma in Computer Science or IT, or a graduate degree supported by relevant IT certifications.


• Demonstrated experience administering Microsoft 365 and at least one MDM platform (Intune preferred).


• Working knowledge of network and security fundamentals, with practical exposure to switches and firewalls in a production environment.


• Experience supporting users across multiple physical locations, including remote troubleshooting.

Technical Skills Required:-

End-User Computing

Windows 10/11, MS Office, Outlook, Adobe, browser and printer support, hardware diagnostics

macOS support, PowerShell scripting, Autopilot / zero-touch provisioning

Networking

TCP/IP, VLANs, Layer 2/3 switching, access lists, NAT, VPN, Wi-Fi, content filtering

SD-WAN or SASE, network monitoring tools, Cisco/Fortinet certification

Security

Firewalls/UTM, EDR/XDR, anti-malware, patch management, MFA

Zero Trust principles, SIEM exposure, vulnerability management tooling, ISO 27001 awareness

Servers & Directory

Windows Server 2016/2019/2022, Active Directory, DNS, DHCP, Group Policy

Virtualisation (VMware / Hyper‑V), Linux basics

Cloud & Collaboration

Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Entra ID, Intune

Azure or AWS administration, Power Platform, Microsoft Defender suite

Data & Continuity

Backup and restore operations, endpoint data protection

DR planning, immutable / offsite backup design

Process

Service desk / ticketing tools, asset inventory, documentation discipline

ITIL foundation, IT asset management practices

Certifications:-

• Preferred: Microsoft 365 Certified: Modern Desktop Administrator or Endpoint Administrator Associate; Microsoft Certified: Azure Administrator Associate.


• Networking and security: CCNA, Fortinet NSE, CompTIA Network+ or Security+.


• Industry training in Microsoft technologies, SharePoint, and network/security products is valued.


• Certifications in Azure or AWS will add significant weightage to the profile.

Soft Skills & Competencies:-

• Excellent interpersonal and communication skills, with the ability to work with users at every level of the organisation.


• Comfortable supporting a diverse user base across different cities and states, adapting tone and language to the audience.


• Strong ownership and follow-through — closes loops rather than handing problems onward.


• Structured problem solver who documents root cause, not just the fix.


• Calm and prioritises well during outages and competing demands.


• Service mindset with a bias toward automation and prevention over repeat manual effort.