Senior System Administrator

Vision Unlimited; Mohali; On-site; INR 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Certification sponsorship

Structured career path

Office in Mohali

Job summary

Vision Unlimited in Mohali seeks an experienced IT Delivery Lead to manage a remote team supporting Australian SMB clients across managed IT services, cybersecurity, and web infrastructure. You will own rostering, escalation, and continuous process improvement while guiding remote troubleshooting excellence.

The role requires 6+ years in IT support with leadership, strong networking, Exchange expertise, and English fluency for daily client interactions.

Qualifications

• 6+ years in IT support/infrastructure with leadership experience.
• Excellent remote support skills and ability to diagnose complex faults remotely
• Strong network troubleshooting knowledge including VPNs, VLANs, DNS/DHCP, firewalls
• Email administration and migration experience (Exchange/Exchange Online) and mail-flow skills
• Fluent English communication with international clients

Responsibilities

• Lead and mentor a team of IT support engineers; manage rosters and workload
• Act as final technical escalation for L2/L3 issues across networking, email, and endpoint management
• Remotely diagnose and resolve network faults including PPPoE, WAN, DNS/DHCP
• Oversee email setup/migration and mail-flow troubleshooting
• Manage SLA performance, ticket aging and CSAT metrics
• Oversee RMM/PSA tooling and knowledge base quality
• Oversee onboarding, audits and cybersecurity baselines
• Coordinate capacity planning with Australian leadership
• Drive automation to reduce repeat tickets
• Ensure security and data-handling policy adherence

Skills

Excellent remote support

Strong English communication

Team leadership

Tools

NinjaOne

Datto

ConnectWise

Halo

Atera

TeamViewer

AnyDesk

Splashtop

Exchange Online

MFA

Intune

Entra ID

Windows Server

Active Directory

DNS DHCP

Group Policy

PowerShell

Python

n8n

Make

VoIP

Job description

About the Role

Lead the Mohali delivery team supporting Australian SMB clients across managed IT services, cybersecurity and web infrastructure. A hands‑on leadership role escalation point, process owner, and people manager. Everything is delivered remotely, so your own remote troubleshooting ability sets the standard for the team.

Role & responsibilities

• Lead and mentor a team of IT support engineers and technicians; own rosters, shift coverage and workload allocation
• Serve as final technical escalation for L2/L3 issues across networking, email, Microsoft 365, Entra ID, Windows Server and endpoint management
• Remotely diagnose and resolve network faults router and modem configuration, PPPoE setup, WAN/NBN connectivity, port forwarding, DNS and DHCP issues
• Own email setup and migration work end to end Exchange, Exchange Online, IMAP, POP, SMTP, DNS records (MX, SPF, DKIM, DMARC) and mail flow troubleshooting
• Own SLA performance response times, resolution rates, ticket ageing and CSAT
• Manage RMM/PSA tooling, documentation standards and knowledge base quality
• Oversee client onboarding, infrastructure audits and cybersecurity baselines (MFA, backup, patching, EDR)
• Coordinate with Australian leadership on capacity planning, hiring and process improvement
• Drive automation and reduce repeat tickets through root-cause analysis
• Ensure adherence to security and data-handling policies across the team

Preferred candidate profile

• 6+ years in IT support/infrastructure with at least 2 years leading a team
• *Excellent remote support skills non-negotiable.* Able to resolve complex faults over the phone and via remote session, on unfamiliar client environments, without onsite access
• *Strong network troubleshooting:* router and modem setup, PPPoE configuration, VLANs, VPN, firewalls, port forwarding, Wi-Fi diagnostics, ISP-side fault isolation
• *Strong email expertise:* Exchange and Exchange Online, IMAP/POP/SMTP configuration, mailbox migration, DNS and mail-flow records, deliverability troubleshooting
• *Excellent spoken and written English* — daily client-facing contact with Australian customers
• Microsoft 365 admin, Entra ID, Intune
• Windows Server, Active Directory, DNS/DHCP, Group Policy
• Experience with RMM/PSA platforms (NinjaOne, Datto, ConnectWise, Halo, Atera or similar) and remote tools (TeamViewer, AnyDesk, Splashtop)
• Backup and DR solutions; endpoint security tooling
• Proven ability to write and enforce SOPs
• Willing and able to commit to a 3:00 AM start and rotational weekend coverage

Nice to Have

• MSP background serving international clients
• Azure/AWS certifications, MS-102, AZ-104, or equivalent
• Cybersecurity frameworks — Essential Eight, ISO 27001, ACSC guidance
• Scripting: PowerShell, Python, or automation via n8n/Make
• Experience with VoIP platforms and cloud telephony
• Familiarity with Australian ISPs and NBN connection types

What's on Offer

• Early finish at 1:30 PM — afternoons and evenings free
• Direct exposure to international clients and modern MSP tooling
• Certification sponsorship and structured career path
• Onsite Mohali office