01Overview
Position: System Engineer (L1& L2)
Work Mode: WFO (Indore onsite)
Shift: 24×7 rotational roster (including weekends/on call)
Job Type: Full Time/ Permanant
Qualifications
Bachelor’s degree in computer science, Information Technology, or a related field.
Relevant certifications such as CCNA, CCNP, Microsoft Azure Administrator (AZ-104), Network+, or equivalent are preferred.
02Responsibilities
- Provide L1/L2 technical support for network, infrastructure, Microsoft 365, Windows, VPN, firewall, and connectivity-related incidents and service requests.
- Monitor infrastructure and network alerts, respond to support tickets within defined SLAs, and ensure timely resolution or escalation.
- Troubleshoot and resolve day-to-day connectivity, network, VPN, DNS, DHCP, authentication, and endpoint-related issues.
- Perform incident, request, problem, and change management activities in accordance with defined support processes.
- Coordinate with L3, cloud, security, application, and vendor teams for issues requiring specialized technical assistance.
- Provide remote support to global users and infrastructure environments across multiple time zones.
- Maintain accurate ticket updates, incident documentation, troubleshooting notes, and knowledge-base articles.
- Participate in 24x7/on-call support and planned maintenance activities, based on business requirements.
- Proactively identify recurring issues and contribute to problem management and continuous improvement initiatives.
03What We're Looking For
- 2–4 years of experience in IT support, system administration, NOC, helpdesk or cloud support.
- Good understanding of TCP/IP, VLANs, routing, switching, NAT, DNS, DHCP and wireless networking.
- Hands-on experience with Cisco, Fortinet, Sophos, Palo Alto or similar firewalls. Exposure to Cisco Meraki or Ubiquiti UniFi is a plus.
- Can set up and troubleshoot VPN and remote access (SSL VPN, IPsec).
- Working knowledge of Windows 10/11 and Windows Server, including Active Directory user and group management and basic Group Policy.
- Microsoft 365 administration and support: Exchange Online, Outlook, Teams, OneDrive and license assignment.
- Working knowledge of Entra ID (Azure AD) and Intune for identity, access and device management.
- Hands-on exposure to AWS (EC2, VPC, IAM, basic networking) and an understanding of basic Azure networking. AWS Cloud Practitioner or Associate certification is a plus.
- Experience with endpoint security, antivirus, MFA and network security best practices.
- Comfortable with troubleshooting and monitoring tools such as ping, tracert, nslookup, ipconfig and Wireshark.
- Familiar with ITSM or ticketing tools, incident management and SLA-based workflows.
- Understands backup and disaster recovery, and keeps infrastructure documentation up to date (diagrams, SOPs, runbooks).
- Fluent in English, with strong written and spoken communication for supporting global users who are not technical.
- Can work independently and prioritise under SLA pressure.
- Willing to work rotational 24×7 shifts across time zones.
- Soft Skills
- Excellent troubleshooting and analytical abilities.
- Strong communication and documentation skills.
- Customer-focused with the ability to work independently.
- Willingness to support global users across multiple time zones.
