IT Support

Wadhwani AI; New Delhi; On-site; INR 600,000 - 1,200,000; Full time

Benefits offered by this job

Insurance Benefits

Wellness Program

Parental Support

Mobility Benefits

Statutory Benefits

Other Benefits

Job summary

Wadhwani AI is seeking a proactive IT Support Engineer in Delhi to deliver reliable technical support and manage a hybrid IT infrastructure. You will troubleshoot end-user issues across Windows, macOS, and Linux, administer identity and access systems, and handle devices, software deployments, and service management tools.

The role involves escalation handling, network basics, asset management, and remote support for a mission-driven nonprofit organization, with opportunities to contribute to

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 OS.
• Hands-on experience with Microsoft 365 and Google Workspace administration.
• Knowledge of Active Directory, Azure AD, and JumpCloud.
• Experience supporting VMware environments.
• Familiarity with ITSM/ticketing tools like ManageEngine ServiceDesk Plus or osTicket.
• Networking basics: TCP/IP, DNS, DHCP, VPN, VLAN, Wi-Fi.
• Experience with Sophos Firewalls and Endpoints.
• Asset management and software license handling.

Responsibilities

• Provide L1/L2 technical support for hardware, software, OS, and applications.
• Troubleshoot and maintain Windows 10/11, macOS, Ubuntu, and CentOS systems.
• Serve as escalation point for desktop and server issues.
• Configure, deploy, and maintain laptops, desktops, printers, and peripherals.
• Perform software installs, upgrades, and patching.
• Maintain system documentation and SOPs.
• Manage tickets and ensure SLAs are met.
• Assist in network and asset management tasks.
• Support remote employees using TeamViewer and Remote Desktop.

Skills

Troubleshooting

Customer service

Windows

macOS

Linux

Networking

VMware

ITSM

Teamwork

Education

Bachelor's degree in Computer Science/IT/Electronics

Tools

VMware

ManageEngine ServiceDesk Plus

osTicket

TeamViewer

Microsoft Remote Desktop

Active Directory

JumpCloud

Microsoft 365

Google Workspace

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.

  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.