It Support Engineer

Baroda Global Shared Service; Vadodara; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Baroda Global Shared Service is seeking an experienced IT Support Engineer / Technical Support Engineer to deliver Level 1–2 end-user support, manage Windows Server environments, and oversee network, security, and Office 365 administration. The role involves collaboration with cross-functional teams and vendors to ensure SLAs and robust IT operations.

The candidate should have at least 5 years in server administration, strong incident management, and expertise across AD/DNS/DHCP, Exchange

Qualifications

• Minimum 5 years of experience in server administration in enterprise environments.
• Strong understanding in End User Support & Helpdesk, Windows Servers, Firewall Monitoring & Management, MPLS & WAN Network Monitoring, Switch & Wi-Fi Administration, Incident Management & Root Cause Analysis, Vendor Management & Coordination, IT Asset & Documentation Management.

Responsibilities

• Provide Level 1 and Level 2 support for end users and remote users.
• Diagnose and resolve hardware, software, printer, email, and network-related issues.
• Install, configure, and maintain desktops, laptops, mobile devices, and peripherals.
• Perform endpoint patching, upgrades,
• Manage user accounts, passwords, group policies, and access permissions.
• Maintain IT asset inventory and documentation.
• Record and track incidents, service requests, and resolutions through ticketing systems.
• Ensure compliance with IT policies and service-level agreements (SLAs).
• Install, configure, and maintain Windows Server environments.
• Manage Active Directory, DNS, DHCP, Group Policy, and File Servers.
• Monitor server performance, availability, and system health.
• Perform server patching, upgrades, backups, and disaster recovery activities.
• Troubleshoot server and application-related issues.
• Monitor and troubleshoot LAN, WAN, and wireless network infrastructure.
• Manage enterprise Wi-Fi access points, controllers, and connectivity issues.
• Manage user accounts, licenses, and permissions in Microsoft 365.
• Configure Exchange Online, SharePoint, Teams, and OneDrive.
• Implement security measures like MFA and compliance policies.
• Deploy and manage antivirus solutions across endpoints.
• Monitor and respond to SOC alerts, malware alerts and security incidents.
• Implement and maintain DLP policies to protect sensitive data.
• Monitor data movement and ensure compliance with regulations.
• Maintain accurate documentation of configurations and procedures.
• Ensure compliance with organizational and regulatory standards.
• Coordinate with Network, Security team, site engineers, vendors, and support partners to resolve infrastructure issues, ensure compliance and implement improvements.
• Provide technical support and resolve server-related issues.
• Maintain documentation for configurations, procedures, and system changes.

Skills

End User Support

Windows Servers

Firewall Monitoring

MPLS & WAN Monitoring

Switch & Wi-Fi Administration

Incident Management

Vendor Management

IT Asset & Documentation

Tools

Active Directory

DNS

DHCP

Group Policy

Exchange Online

SharePoint

Teams

OneDrive

MFA

Job description

Role & responsibilities

• End User Support & Helpdesk:
  • Provide Level 1 and Level 2 technical support to end users and remote users.
  • Diagnose and resolve hardware, software, printer, email, and network-related issues.
  • Install, configure, and maintain desktops, laptops, mobile devices, and peripherals.
  • Perform endpoint patching, upgrades,
  • Manage user accounts, passwords, group policies, and access permissions.
  • Maintain IT asset inventory and documentation.
  • Record and track incidents, service requests, and resolutions through ticketing systems.
  • Ensure compliance with IT policies and service-level agreements (SLAs).
• Windows Server Administration:
  • Install, configure, and maintain Windows Server environments.
  • Manage Active Directory, DNS, DHCP, Group Policy, and File Servers.
  • Monitor server performance, availability, and system health.
  • Perform server patching, upgrades, backups, and disaster recovery activities.
  • Troubleshoot server and application-related issues.
• Network Administration (Firewall, Switches, Wi-Fi):
  • Monitor and troubleshoot LAN, WAN, and wireless network infrastructure.
  • Manage enterprise Wi-Fi access points, controllers, and connectivity issues.
• Office 365 Administration:
  • Manage user accounts, licenses, and permissions in Microsoft 365.
  • Configure Exchange Online, SharePoint, Teams, and OneDrive.
  • Implement security measures like MFA and compliance policies.
• Security:
  • Deploy and manage antivirus solutions across endpoints.
  • Monitor and respond to SOC alerts, malware alerts and security incidents.
• Data Loss Prevention (DLP):
  • Implement and maintain DLP policies to protect sensitive data.
  • Monitor data movement and ensure compliance with regulations.
• Documentation & Compliance:
  • Maintain accurate documentation of configurations and procedures.
  • Ensure compliance with organizational and regulatory standards.
• Support:
  • Coordinate with Network, Security team, site engineers, vendors, and support partners to resolve infrastructure issues, ensure compliance and implement improvements.
  • Provide technical support and resolve server-related issues.
  • Maintain documentation for configurations, procedures, and system changes.

Preferred candidate profile

• Minimum 5 years of experience in server administration in enterprise environments.
• Strong understanding in:
  • End User Support & Helpdesk
  • Windows Servers
  • Firewall Monitoring & Management
  • MPLS & WAN Network Monitoring
  • Switch & Wi-Fi Administration
  • Incident Management & Root Cause Analysis
  • Team Communication & Stakeholder Management
  • Vendor Management & Coordination
  • IT Asset & Documentation Management

* Experience working with cross-functional teams and external vendors.

• Solid understanding of server security, patch management, and performance optimization.
• Excellent troubleshooting, analytical, and communication skills.
• Ability to work independently and collaboratively in a team environment.
• Strong customer service orientation for handling end-user support.
• Proven work experience as an IT Support Engineer / Technical Support Engineer, or similar role.
• Excellent problem-solving and communication skills.
• Ability to work in a team environment.