On-Call Support - Chennai

3i Infotech Limited; Chennai; On-site; INR 600,000 - 1,000,000; Full time

Job summary

3i Infotech Limited is seeking an On-Call IT Support Engineer in Chennai to provide IT support during assigned on-call hours, respond to critical incidents and coordinate with technical teams to restore services within agreed timelines.

Responsibilities include troubleshooting desktops, laptops, Windows OS, and Microsoft 365, with basic Active Directory and VPN support. The role requires effective communication, incident reporting and adherence to ITIL/ITSM processes.

Qualifications

• Diploma or degree in IT, Computer Science, Electronics or a related discipline; equivalent relevant experience may also be considered.

Responsibilities

• Respond to support calls, monitoring alerts and incident tickets during assigned on-call shifts.
• Troubleshoot issues related to desktops, laptops, Windows operating systems, business applications and network connectivity.
• Provide basic support for Active Directory accounts, password resets, account unlocks, VPN and Microsoft 365.
• Assess incident severity, business impact and urgency; escalated issues to the appropriate technical teams.
• Coordinate with infrastructure, application, network teams and vendors to resolve incidents.
• Keep users and stakeholders informed about incident status and resolution progress.
• Record troubleshooting steps, actions taken and resolutions in the ITSM tool.
• Support approved maintenance activities and perform service availability checks.
• Maintain shift handover notes, escalation contacts, SOPs and knowledge articles.
• Follow access control, information security and change management procedures.

Skills

IT helpdesk

Desktop support

Windows OS

Microsoft 365

Active Directory

TCP/IP networking

VPN troubleshooting

ITSM tools

Education

Diploma or degree in IT

Tools

ServiceNow

ManageEngine

Job description

Job Description On-Call IT Support Engineer

Location: Chennai
Experience: 24 years
Work Schedule: On-call rotation, including nights, weekends and holidays as required.

Role Overview

Provide IT support during assigned on-call hours, respond to critical incidents and coordinate with technical teams to restore services within agreed timelines.

Key Responsibilities

• Respond to support calls, monitoring alerts and incident tickets during assigned on-call shifts.
• Troubleshoot issues related to desktops, laptops, Windows operating systems, business applications and network connectivity.
• Provide basic support for Active Directory accounts, password resets, account unlocks, VPN and Microsoft 365.
• Assess incident severity, business impact and urgency; escalated issues to the appropriate technical teams.
• Coordinate with infrastructure, application, network teams and vendors to resolve incidents.
• Keep users and stakeholders informed about incident status and resolution progress.
• Record troubleshooting steps, actions taken and resolutions in the ITSM tool.
• Support approved maintenance activities and perform service availability checks.
• Maintain shift handover notes, escalation contacts, SOPs and knowledge articles.
• Follow access control, information security and change management procedures.

Required Skills

• Experience in IT helpdesk, desktop support or infrastructure support.
• Working knowledge of Windows, Microsoft 365, Active Directory and remote support tools.
• Basic understanding of TCP/IP, DNS, DHCP, LAN/WAN and VPN troubleshooting.
• Familiarity with ticketing tools such as ServiceNow, ManageEngine or an equivalent.
• Understanding of incident priorities, SLAs and escalation procedures.
• Strong troubleshooting, communication and coordination skills.
• Ability to work independently and remain available during assigned on-call hours.

Qualification

Diploma or degree in IT, Computer Science, Electronics or a related discipline; equivalent relevant experience may also be considered.

Preferred

• Previous experience supporting critical business environments.
• ITIL Foundation, CompTIA A+ or relevant Microsoft certification.
• Availability to attend the Chennai site when an incident requires onsite support.