IT Support

Wadhwani AI; India; On-site; INR 500,000 - 800,000; Full time

Benefits offered by this job

Medical Insurance

OPD Coverage

Annual Health Check-Ups

Maternity Benefit

Relocation support

Job summary

Wadhwani AI is seeking an IT Support Engineer to deliver reliable technical support and manage a hybrid IT environment. You will troubleshoot Windows, macOS, and Linux; administer Microsoft 365 and Google Workspace; and handle identity management across AD, JumpCloud, and cloud platforms.

You will also manage IT service desks, network basics, endpoint security, asset lifecycle, and remote support. A 2–5 year background in IT is ideal for this full-time role based in India.

Qualifications

• Bachelor's degree in Computer Science, IT, Electronics or related discipline.
• 2–5 years of IT support, system administration, or desktop engineering.
• Experience supporting Windows, macOS, and Linux operating systems.
• Hands-on experience with Microsoft 365 and Google Workspace administration.
• Knowledge of Active Directory, Azure AD, JumpCloud and VMware environments.
• Familiarity with ITSM/ticketing tools such as ManageEngine ServiceDesk Plus or osTicket.
• Understanding of networking concepts and security basics.

Responsibilities

• Provide L1/L2 technical support for hardware, software, OS and applications.
• Troubleshoot Windows, macOS, Ubuntu and CentOS systems; manage desktops/servers.
• Configure, deploy, and maintain laptops, desktops, printers and peripherals.
• Perform software installations, upgrades and patching; maintain docs and SOPs.
• Administer user accounts and access across Microsoft 365, Google Workspace, AD, JumpCloud.
• Handle ITSM tickets and ensure SLA adherence; escalate when needed.
• Support network infrastructure basics, VPN, DNS, DHCP, VLANs; monitor performance.
• Assist with endpoint protection and Sophos security controls.
• Manage lifecycle of IT assets and coordinate hardware repairs.
• Provide remote support via TeamViewer and Microsoft Remote Desktop.

Skills

Windows/macOS/Linux support

Microsoft 365 administration

Google Workspace administration

VMware environments

ITSM / ticketing experience

Remote support tools

Education

Bachelor's degree in Computer Science/IT/Electronics

Tools

VMware

ManageEngine ServiceDesk Plus

osTicket

TeamViewer

Microsoft Remote Desktop

Sophos Central

Active Directory / Azure AD / JumpCloud

Job description

Wadhwani AI is a non-profit institute building and deploying applied AI solutions to solve critical issues in public health, agriculture, education, and urban development in underserved communities in the global south. We collaborate with governments, social sector organizations, academic and research institutions, and domain experts to identify real-world problems, and develop practical AI solutions to tackle these issues with the aim of making a substantial positive impact.

We have over 30+ AI projects supported by leading philanthropies such as Gates Foundation, Google.org and Walmart. With a team of over 200 professionals, our expertise encompasses AI/ML research and innovation, software engineering, domain knowledge, design and user research.

Job Description

We are seeking a proactive and customer-focused IT Support Engineer to deliver reliable technical support and maintain our hybrid IT infrastructure. In this role, you will be responsible for troubleshooting end-user issues, managing desktop and server environments, administering identity and access systems, and ensuring the smooth operation of business-critical IT services.

You will act as the primary escalation point for technical issues, supporting Windows, macOS, and Linux environments while maintaining virtualization infrastructure, cloud productivity platforms, networking, endpoint security, and IT assets. The ideal candidate is passionate about technology, enjoys solving complex technical problems, and thrives in a fast-paced environment.

End-User Support & Systems Administration

• Provide L1/L2 technical support for hardware, software, operating system, and application-related issues.
• Troubleshoot and maintain Windows 10/11, macOS, Ubuntu, and CentOS systems.
• Serve as the primary escalation point for desktop and server-related technical issues.
• Configure, deploy, and maintain laptops, desktops, printers, and peripheral devices.
• Perform software installations, upgrades, and system patching.
• Maintain system documentation, knowledge base articles, and standard operating procedures.

Identity & Access Management

Administer user accounts, permissions, and access across:

• Microsoft 365
• Google Workspace
• Active Directory
• JumpCloud
• Implement user onboarding, role changes, and offboarding processes.
• Troubleshoot authentication and access-related issues.

IT Service Management

Manage support tickets through platforms such as:

• osTicket
• ManageEngine ServiceDesk Plus
• Ensure incidents and service requests are resolved within defined SLAs.
• Escalate critical issues when required and provide timely status updates to stakeholders.

Networking & Infrastructure Support

Troubleshoot and maintain basic network infrastructure, including:

• TCP/IP
• DNS
• DHCP
• VPN
• VLAN
• Cisco and Aruba wireless networks
• Assist in monitoring network availability and performance.
• Support connectivity troubleshooting across LAN, WAN, and wireless environments.

Security & Endpoint Management

• Assist in managing Sophos Firewalls (XG/SG Series).
• Administer Sophos Central Antivirus and endpoint protection.
• Monitor endpoint health and security compliance.
• Support implementation of IT security best practices and organizational policies.

IT Asset & Device Management

• Manage the complete lifecycle of IT assets, including procurement, deployment, maintenance, and retirement.
• Maintain inventory records for laptops, desktops, servers, mobile devices, and accessories.
• Coordinate hardware repairs and vendor support for Dell and HP devices.
• Ensure proper asset tracking and compliance with organizational standards.

Remote Support

Provide remote technical assistance using:

• TeamViewer
• Microsoft Remote Desktop
• Support remote employees with software, hardware, and connectivity issues.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Electronics, or a related discipline.
• 2-5 years of experience in IT support, system administration, or desktop engineering.
• Experience supporting Windows, macOS, and Linux operating systems.
• Hands-on experience with Microsoft 365 and Google Workspace administration.
• Working knowledge of Active Directory, Azure AD, and JumpCloud.
• Experience supporting VMware environments.
• Familiarity with ITSM/ticketing tools such as ManageEngine ServiceDesk Plus or osTicket.
• Understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, VLANs, and Wi-Fi troubleshooting.
• Basic experience with Sophos Firewalls and Sophos Central Endpoint Security.
• Experience managing IT hardware, software licenses, and asset inventories.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service abilities.

Wadhwani AI - Full Time Employee Benefits (Not applicable for Intern or Contract Roles)

• Insurance Benefits - Medical Insurance, OPD Coverage, Accidental Insurance, Life Insurance.
• Wellness Program - Employee Assistance Program, Annual Health Check-Ups, Onsite Medical Centers, Emergency Support System.
• Parental Support - Maternity Benefit, Travel Reimbursement for Expectant Mothers during Last Trimester, Paternity Benefit, Day Care Support Program
• Mobility Benefits - Travel Policy, Relocation and Deputation benefits
• Statutory Benefits - Employee PF Contribution, Gratuity, Leave Encashment
• Other Benefits – Unlimited Leave Policy, Professional Development Policy, Referral Bonuses, Internet and Telephone Allowance.

We care deeply about the well-being of our employees and their families. You will get an opportunity to take on roles beyond a defined job description. Take a look at our website www.wadhwaniai.org to learn more about our work on AI for Social Impact. These are just some of the reasons why working with us is more than just a job - it's a chance to grow, thrive and contribute to society.