Executive - IT Admin

Embee Software; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Embee Software in Mumbai seeks a skilled IT Support Specialist to act as the primary contact for international stakeholders and to perform advanced troubleshooting across hardware, software, and enterprise SaaS environments. You will manage escalations, administer AD/Azure AD, and coordinate with vendors to resolve issues.

The role requires strong English communication, ITIL-aligned processes, and a proactive approach to CSAT. Hybrid work flexibility may be available to support global time zones.

Qualifications

• Must manage international stakeholders with clear, cross-cultural communication.
• Experience in end-to-end IT incident troubleshooting across hardware, software, OS, and enterprise SaaS.
• Familiarity with ITIL processes and ITSM tooling for incident and SLA management.

Responsibilities

• Serve as primary contact for international stakeholders to communicate updates and manage expectations.
• Provide root-cause troubleshooting for complex technical issues across global client environments.
• Own escalated incidents and ensure swift resolution with adherence to SLAs.
• Administer identity and access management (AD / Azure AD) and enterprise email systems.
• Liaise between L1 desks, L3 teams, and external vendors to diagnose and resolve issues.
• Follow ITIL frameworks and SOPs to ensure consistent, high-quality service delivery.
• Create post-incident reports and knowledge base articles for team learning.
• Maintain high CSAT through proactive updates and professional end-user communications.

Skills

Communication skills

Advanced troubleshooting

ITIL knowledge

Customer engagement

Operating systems basics

Azure AD / Entra ID

M365 administration

Networking basics

Tools

ServiceNow

ManageEngine

Jira Service Management

Active Directory

Entra ID / Azure AD

Job description

Job Description:

• Global Client Engagement & Communication: Serve as the primary, high-touch point of contact for international stakeholders, delivering clear, articulate, and cross-culturally sensitive communication (both verbal and written) to manage user expectations and technical escalations effectively.
• Advanced Tier-2 Technical Troubleshooting: Provide end-to-end, root-cause troubleshooting for complex hardware, software, operating systems, networking, and enterprise SaaS/application issues across global client environments.
• Incident Management & SLA Compliance: Take ownership of escalated incidents and complex service requests within IT service management (ITSM) tools, ensuring swift resolution and strict adherence to international Service Level Agreements (SLAs).
• User & Systems Administration: Administer identity and access management (Active Directory, Microsoft Entra ID / Azure AD), email systems, and enterprise tools, overseeing onboarding, permissions, and security policies.
• Escalation & Vendor Management: Act as the liaison between L1 service desks, internal L3/Infrastructure teams, and external vendor partners to diagnose and resolve high-impact or persistent technical issues.
• ITIL Alignment & Process Adherence: Follow ITIL frameworks and standard operating procedures (SOPs) to maintain consistent, high-quality, and secure service delivery across different time zones.
• Knowledge Management: Author clear, detailed post-incident reports, technical SOPs, and Knowledge Base (KB) articles to optimize internal support workflows and continuous team learning.
• Customer Satisfaction & Proactive Updates: Maintain high CSAT scores by practicing active listening, providing regular empathetic status updates during outages, and delivering a polished end-user experience for foreign business clients.

Technical & System Skills

• Operating Systems Proficiency: Intermediate to advanced administration and troubleshooting of Windows, macOS, and Linux desktop/server environments.
• Microsoft 365 & Enterprise Applications: Practical experience managing M365 services (Exchange Online, Teams, OneDrive, SharePoint, Entra ID / Azure AD), including user provisioning, license management, and mail flow troubleshooting.
• Networking & Infrastructure: Deep understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, Firewalls, VLANs) with the ability to diagnose connectivity issues using tools like ping, traceroute, and nslookup.
• Hardware & Peripherals: Advanced troubleshooting of enterprise desktops, laptops, printers, peripheral hardware, and conferencing setups.

Analytical & Process Skills

• L2 Escalation & Root-Cause Analysis: Strong diagnostic skills to investigate complex, non-routine technical issues, analyze log files, and drive permanent resolutions beyond basic surface-level fixes.
• ITSM & SLA Management: Hands-on experience with enterprise ticketing tools (e.g., ServiceNow, ManageEngine, Jira Service Management) adhering strictly to ITIL framework and SLA targets.

Communication & Soft Skills (Global Focus)

• International Client Communication: Exceptional verbal and written English communication skills, with a refined tone, strong active listening, and cross-cultural awareness suited for direct foreign client interaction.
• De-escalation & Expectation Management: Ability to communicate technical concepts clearly to non-technical stakeholders, manage client anxiety during critical outages, and deliver professional status updates.
• Adaptability & Resilience: Proven ability to work productively under pressure, manage competing priorities in high-volume environments, and adapt to flexible shift schedules (including international time zones).

Location: Mumbai - EMBI, Mumbai, Maharashtra, India

Requirements: