Senior IT Support

Prisma AI Corporation; Mumbai; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Prisma AI Corporation in Mumbai seeks a Senior IT Support Engineer to provide comprehensive end-user support and infrastructure administration. The role covers desktop, laptop, printer, and peripheral troubleshooting, alongside Active Directory management, DNS/DHCP, and network-related tasks.

You will handle Windows Server and basic Linux administration, software deployments, and security hardening while ensuring timely ticket resolution and excellent user service.

Qualifications

• End-user IT support for desktops, laptops, printers, scanners and peripherals.
• Troubleshoot Windows, Office applications, email, VPN and connectivity issues.
• Diagnose and resolve hardware, software and OS problems.
• Assist employees via tickets, email, phone and remote tools.
• Escalate complex issues to appropriate teams with timely resolution.
• Manage user accounts, passwords, and access via Active Directory.
• Coordinate network and server issues and provide admin support.

Responsibilities

• Provide L1/L2 IT support for hardware and software issues.
• Troubleshoot Windows OS, Office apps, VPN, and connectivity.
• Manage Active Directory accounts and group policies.
• Resolve LAN/WAN, VPN, and network connectivity problems.
• Administer Windows/Linux servers and backups.
• Manage IT assets, licenses, and hardware lifecycle.
• Handle IT helpdesk tickets within defined SLAs.
• Support software deployment and user access controls.

Skills

Troubleshooting

Prioritization

Ownership

Independent work

Documentation

Professional communication

Tools

Active Directory

DNS/DHCP

Windows Server

Linux

M365

ManageEngine

VPN

Remote support tools

Job description

Work Schedule:5 days a week (Monday to Friday)

Weekends Off:Saturday and Sunday

Shift Timings:09:30 AM to 06:30 PM (with flexible start time, up to 10:30 AM)

Job Description: Senior IT Support Engineer

1. Key Responsibilities

A. End-User IT Support

• Provide L1/L2 technical support for desktops, laptops, printers, scanners, and other IT peripherals.
• Troubleshoot Windows operating systems, Microsoft Office applications, email, VPN, and connectivity issues.
• Diagnose and resolve hardware, software, and operating system problems.
• Support employees with technical issues through tickets, email, phone, and remote support tools.
• Escalate complex issues to the appropriate teams and ensure timely resolution.

B. Active Directory and User Management

• Create, modify, disable, and manage user accounts in Active Directory.
• Manage password resets, account lockouts, group memberships, and access permissions.
• Configure and troubleshoot Group Policy Objects (GPOs).
• Manage DNS, DHCP, LDAP, and domain-joining issues.
• Support user onboarding, offboarding, and access revocation processes.

C. Network and Infrastructure Support

• Troubleshoot LAN, WAN, Wi-Fi, VPN, and internet connectivity issues.
• Support switches, routers, firewalls, access points, and network cabling.
• Configure IP addresses, DNS settings, VLAN access, and network shares as authorized.
• Monitor network and server availability and elevate outages promptly.
• Coordinate with internet service providers and network vendors to resolve connectivity issues.

D. Server and System Administration

• Provide basic administration and troubleshooting for Windows and Linux servers.
• Monitor server availability, disk space, system performance, and event logs.
• Manage file shares, folder permissions, and centralized storage access.
• Support server patching, software installation, and routine maintenance.
• Assist with backup monitoring, restoration requests, and disaster recovery activities.

E. IT Asset and Inventory Management

• Maintain accurate records of laptops, desktops, monitors, printers, servers, and other IT assets.
• Update the asset management system and internal asset registers for all allocations, transfers, and returns.
• Ensure asset details are recorded before issuing equipment to employees.
• Manage laptop issuance, collection, replacement, repair, and disposal processes.
• Track warranty details, hardware lifecycle, software licenses, and AMC renewals.
• Conduct periodic physical asset verification and reconcile discrepancies.

F. Endpoint Security and Device Management

• Manage endpoint antivirus, EDR, MDM, and device compliance in coordination with the security team.
• Ensure operating systems and applications are patched regularly.
• Support laptop encryption, USB restrictions, screen-lock policies, and other endpoint security controls.
• Ensure company devices comply with IT and information security policies.
• Assist with vulnerability remediation, security audits, and investigation of endpoint security alerts.

G. IT Helpdesk and Ticket Management

• Manage IT support tickets and ensure resolution within defined SLAs.
• Prioritize incidents based on business impact and urgency.
• Maintain proper documentation of issues, troubleshooting steps, and resolutions.
• Identify recurring problems and recommend permanent corrective actions.
• Prepare daily, weekly, and monthly IT support reports.

H. Software and Application Support

• Install, configure, and troubleshoot authorized business applications.
• Support software deployment, updates, licensing, and application access issues.
• Coordinate with application teams and vendors to resolve technical problems.
• Assist with user acceptance testing and deployment of IT tools when required.

2. Required Technical Skills

• Windows 10/11 installation, configuration, and troubleshooting
• Windows Server administration and Active Directory
• DNS, DHCP, Group Policy, LDAP, and domain management
• Basic Linux administration and troubleshooting
• LAN/WAN, TCP/IP, VLANs, Wi-Fi, VPN, and network troubleshooting
• Hardware diagnosis, laptop repair coordination, and peripheral support
• Microsoft 365 or equivalent email and productivity tools
• ITSM/helpdesk and asset management tools such as ManageEngine
• Endpoint security, antivirus, EDR, MDM, and patch management
• File server, NAS, backup, and permission management
• Remote desktop and remote support tools

3. Required Soft Skills

• Strong troubleshooting and analytical skills
• Ability to prioritize incidents and manage multiple tasks
• Strong ownership and accountability for assigned tickets
• Ability to work independently and support a team
• Good documentation and reporting skills
• Professional communication with employees, management, and vendors