Senior System Support Executive

iMerit Technology; Hyderabad; On-site; INR 450,000 - 750,000; Full time

Job summary

iMerit Technology in Hyderabad, India seeks an IT Support Associate to deliver end-user support for applications on supported platforms, ensuring timely resolution and business objectives.

Responsibilities include managing Windows server components (Active Directory, DHCP, DNS, WSUS, WDS), incident handling via chat, training, documentation, and collaboration with Network and Systems teams. Strong communication and problem-solving are essential.

Qualifications

• Minimum 5–7 years of IT Infrastructure experience.
• CCNA, MCSA or Network+ certifications are a plus.
• Demonstrated effective verbal, written, and organizational skills.
• Strong troubleshooting and analytical skills.

Responsibilities

• Provide end-user IT support for applications on supported platforms to meet business objectives.
• Own and resolve employee technical issues stack and ensure timely resolutions.
• Interact with users via chat to troubleshoot, identify root causes and provide solutions.
• Assist in Problem Management by identifying recurring issues and suggesting permanent fixes.
• Seek continuous process improvements within IT Operations Support.
• Develop and deliver end-user training and create guides for knowledge transfer.
• Create and maintain technical documentation for the department knowledgebase.
• Support Network and Systems Engineering teams with hands-on server and network equipment tasks.
• Perform routine IT audits, patch management, and vendor management duties.
• Maintain IT inventory and asset configuration documentation; work independently or in a team.

Skills

Windows Server

Active Directory

DHCP & DNS

WSUS & WDS

End-user Support

Troubleshooting

Documentation

Training & Knowledge Sharing

Network & Systems Support

Patch Management

Communication

Education

CCNA

MCSA

CompTIA Network+

Tools

Gsuite

Fortinet firewall

Bitdefender

BitLocker

Ivanti End Point Management

Group Policy

Job description

The role is to deliver support to end users in the organization for various types of applications hosted on supported platforms to fulfil business objectives efficiently and effectively.

Major Tasks, Responsibilities, and Key Accountabilities

• Need a high level of technical knowledge about Windows server including Active Directory, DHCP, DNS, WSUS, and WDS.
• Maintain overall ownership of employee’s technical issues & service ensuring that they receive resolution within a reasonable time frame.
• Interact with employees via chat to assist in troubleshooting, identify root cause, and provide technical support when needed.
• Assist in Problem Management by identifying recurring issues and recommending permanent solutions.
• Continuously seek process improvements within IT Operations Support
• Proactively host training sessions and develop guides to support end-user education
• Develop technical documentation to add to the department knowledgebase to ensure appropriate knowledge transfer and sharing.
• Assist Network and Systems Engineering /Solution teams with hands on support of network and server equipment
• Perform routine/scheduled audits of the computers.
• Patch Management and Vendor Management.
• Maintain IT inventory and asset configuration documentation.
• Ability to work independently and in a team environment.
• Workaround if incident cannot be resolved.
• Discusses issues with users and translates issues to determine appropriate technical solutions
• Demonstrates consistency and reliability.
• Excellent interpersonal and communications skills.
• Excellent time management, decision making and organizational skills.

Should have experience in –

• Gsuite, Fortinet firewall, Bitdefender, Bit locker, Ivanti end point management, Group Policy.

Preferred Qualifications & Experience.

• 5-7 years of experience in IT Infrastructure.
• CCNA , MCSA or N+ certifications will a plus.
• Demonstrated effective verbal, written, and organizational skills.
• Strong troubleshooting and analytical skills.