It Support Engineer

Aapjimini Techsoft; Khordha, Cuttack, Pune District; On-site; INR 300,000 - 420,000; Full time

Job summary

Aapjimini Techsoft in India is seeking an IT Support Technician to deliver L1/L2 technical support for hardware, software, and network issues. You will troubleshoot Windows and Linux environments and assist users with account access.

The role involves managing AD permissions, maintaining IT assets, handling ticketing tools, and following ITIL incident management to meet SLAs. Familiarity with AWS DevOps transition is a plus.

Qualifications

• Windows and Linux fundamentals with strong troubleshooting skills.
• Experience with AD, user access, and permissions management.
• Familiarity with ServiceNow, Jira, Remedy and ITIL basics.

Responsibilities

• Provide L1/L2 technical support for hardware, software, network, and system issues.
• Troubleshoot Windows/Linux OS, applications, printers, and peripherals.
• Install, configure, and maintain desktops, laptops, software, and IT equipment.
• Handle user access, password resets, Active Directory, and permissions.
• Troubleshoot LAN/WAN, TCP/IP, DNS, DHCP, VPN, and connectivity issues.
• Monitor and resolve incidents through a ticketing system.
• Escalate complex issues to infrastructure, network, security, or app teams.
• Maintain documentation of incidents, resolutions, and IT assets.
• Follow ITIL/Incident Management processes and meet SLAs.
• Support system updates, patches, backups, and basic security requirements.

Skills

Windows/Linux fundamentals

Networking fundamentals

Active Directory

Hardware & software troubleshooting

Ticketing tools

Basic ITIL knowledge

Communication & problem-solving

Tools

ServiceNow

Jira

Remedy

Job description

Key Responsibilities:

• Provide L1/L2 technical support to users for hardware, software, network, and system-related issues.
• Troubleshoot Windows/Linux operating systems, applications, printers, and peripherals.
• Install, configure, and maintain desktops, laptops, software, and IT equipment.
• Handle user access, password resets, Active Directory, and permissions.
• Troubleshoot basic LAN/WAN, TCP/IP, DNS, DHCP, VPN, and connectivity issues.
• Monitor and resolve incidents through a ticketing system.
• Escalate complex issues to the appropriate infrastructure, network, security, or application teams.
• Maintain proper documentation of incidents, resolutions, and IT assets.
• Follow ITIL/Incident Management processes and meet defined SLAs.
• Support system updates, patches, backups, and basic security requirements.

Required Skills:

• Windows / Linux fundamentals
• Networking fundamentals TCP/IP, DNS, DHCP, VPN
• Active Directory
• Hardware & software troubleshooting
• Ticketing tools – ServiceNow, Jira, Remedy, etc.
• Basic ITIL knowledge
• Good communication and problem-solving skills

Preferred Skills for AWS DevOps Transition:

• Linux administration
• Networking
• Git/GitHub
• Basic scripting – Python/Shell
• Virtualization
• Basic AWS knowledge