Support and Infrastructure Engineer (L1 & L2)

ADROSONIC IT CONSULTANCY SERVICES PVT LTD; Pune District; On-site; INR 420,000 - 800,000; Full time

Job summary

ADROSONIC IT CONSULTANCY SERVICES PVT LTD in Baner Pune invites applicants for a Support and Infrastructure Engineer (L1 & L2). The role covers incident, problem and change management, plus transition of application support from development teams.

You will monitor and triage tickets, ensure SLA adherence, and coordinate with vendors for IT operations, security tools, servers, and network services. 3–5 years of relevant experience is expected.

Qualifications

• Strong knowledge of Microsoft products, MSSQL, Exchange (M365) and iOS management.
• Expertise in Active Directory: users, groups, GPOs, DNS/DHCP, authentication.
• Experience with Azure AD, identity management, MFA and SSO.
• Proficiency in PowerShell scripting and Microsoft 365 integration.
• Familiar with AWS/Azure cloud environments and incident management.

Responsibilities

• Monitor all incoming tickets in Service Desk Tool.
• Monitor Service Desk following ITIL standards.
• Provide L1 and L2 support and escalate to L3 when required.
• Maintain SLA adherence and track compliance.
• Lead transition of application support from development team.
• Handle incident, problem and change management.
• Manage existing support contracts scope and IT operations.
• Maintain hardware and software inventory and vendor coordination.
• Provide infrastructure, systems, and applications support across the business.
• Daily and weekly service desk status reporting with improvement recommendations.

Tools

MSSQL

Exchange (M365)

Apple iOS

Active Directory

Azure AD

PowerShell scripting

Microsoft 365 integration

Zero Trust

AWS

Azure

Salesforce Service Cloud

Network fundamentals

Cloud certifications

Job description

ADROSONIC IT CONSULTANCY SERVICES PVT LTD | Full time

Support and Infrastructure Engineer (L1 & L2)

Baner pune, India | Posted on 12/18/2025

• TomonitorallincomingticketsinServiceDesk Tool.
• MonitoringofServicedeskfollowingITIL standards.
• ToprovideL1,L2andtoescalateforL3supportwhenever required.
• TotakecompleteaccountabilityandtotrackcompliancewithSLA Adherence.
• Toidentifyandpursueserviceimprovement initiatives Tomanagecomplaints,suggestions,and compliments.
• To lead the transition ofapplication support from the development team.
• Responsibleforincident,problem,andchange management.
• Responsible for managing all existing supportcontracts scope.
• Responsible and accountable for maintenanceof essential IT operations, including operatingsystems, security tools, applications, servers, email systems, laptops, desktops, software and hardware.
• Responsible for vendor management to manage IT Operations, support and equipment procurement.
• Responsible for Tracking and maintaining hardware and software inventory.
• Daily and weekly Service desk status reporting with recommendations for service quality and engagement improvement.
• Handling all the technical requests like Audio sound system/Projection during Monthly and any event meetings.
• Providing infrastructure, systems, and applications support across all functions of the business.
• Liaising with third-party suppliers to resolve system and infrastructure-related issues.
• Tracking and reporting project progress.
• Leading internal projects and initiatives.
• Designing improved operating processes and supporting systems.
• Coordinating across IT departments and external stakeholders.
• Performingdailyhealthchecksofapplications,scripts,and infrastructure.
• Installing,configuring,andadministeringapplication servers.

Requirements

Skillsand Experience

• Excellentsoftwareknowledge,includingMicrosoftproducts,MSSQL,Exchange(M365)and Apple iOS System.
• Active Directory : User/group management, GPOs, domain services (DNS/DHCP),authentication protocols, troubleshooting, backup & recovery.
• Azure AD : Identity management, Conditional Access, MFA, SSO, hybrid identity (ADConnect), security & compliance, app integration.
• Additional : PowerShell scripting, RBAC, Microsoft 365 integration, Zero Trustprinciples.
• Experience with cloud-based development platforms like AWS, Azure
• Priorexperienceofapplication support.
• Priorexperienceofworkingwithanyincidentmanagement system
• AnyexposuretoSalesforceservicecloudwillbeanadded advantage
• Good problem-solving skills
• Critical thinking
• Abilitytoworkunder pressure
• Strongcollaborationskills,withademonstratedabilitytoworkwellaspartofa team.
• Abilitytoinvestigateandanalyzeinformation,andtodraw conclusions.
• Flexibility,adaptabilityanddesiretolearnnewlanguagesand technologies.
• Flexibilitytobeavailableindifferentshifts(when required)
• Strong verbal and written communication skills.
• KnowledgeofAudio/VCSystemwillbeanadded advantage.
• Experience in networking, Cloudcertifications.

Experience

• 3-5yearsofrelevant experience

Keysto Success
Servingasaprimarypointofcontactforcustomers,youwillplayacriticalroleinformingcustomers’perceptionsofbusinesses. Italsohasabigimpactoncustomers’experiences.Hence,it’simportantforyoutoensurethattheservicedeskwithinBAGiseffective,consistent,prepared,andcourteous.

• YouCare–Helpyourteammates,customersandprospectssucceedandyouwill succeed.
• CustomerFocus–EverythingyoudoasamemberfromBAGaroundcustomersand prospects.
• DrivenbyBusinessResults–Ourapproachistosetgoalsforbusinessresultsandthenworkwith you to decide the best way to achievethose goals. You need a strong sense of ownership for results.
• Resourceful – You won’t bewithout support, but, at the same time, we won’t have all the resourcesyouneedtodoallthethingsyouthinkweshould.Howcanyoucreativelyfindwaysto get things done?
• GrowthMindset–Youdon’thavetoknowtheanswerstoallthechallengesweencounter.Be willing to develop new skills, deviseexperiments and adapt based on results.
• DataDriven–Youropinionmatters.Yourdatamatters more.
• Continuous Improvement – one ofthe key responsibilities of the service desk and support manageristoensurethattheservicedeskisalwaysimproving. Tohelpachievethisgoal,youareexpected to conduct regular assessments and share the results withstakeholders. Some standard assessments to include are:
• o SWOT: strengths, weaknesses, opportunities, and threats
• o CSA:currentstate analysis
• o Agapanalysis,whichidentifiesareaswherecurrentandfutureexpectationsarenot being met
• o Regular benchmarking
• Toensureticketsareassignedtorelevantsupportrepresentativesandisbeingresolved within the agreed SLA
• Toeducatecustomersonself-servicecapabilityforincidentandservicerequestswithan integrated knowledgerepository