IT & Network Engineer - III

Key Responsibilities
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1. End‑User Support

• Provide Level 1 / Level 2 support for laptops and desktops (Windows/macOS).
• Diagnose and resolve hardware, software, OS, and application‑related issues.
• Handle user incidents and service requests via ticketing tools, email, or phone.
• Perform system builds, configuration, and upgrades for end‑user devices.
• Provide user onboarding and offboarding support, including device setup and access provisioning.

2. Video Conferencing (VC) & Collaboration Tools

• Configure, support, and troubleshoot video conferencing devices (e.g., Teams Rooms, Zoom Rooms, Webex, conference room AV equipment).
• Support webcams, microphones, headsets, display systems, and meeting room peripherals.
• Assist users with collaboration tools such as Microsoft Teams, Outlook, and OneDrive.

3. Microsoft Technologies

• Administer and support Microsoft Office 365 services (Exchange Online, Teams, SharePoint, OneDrive).
• Manage user accounts, groups, and permissions using Microsoft Active Directory (AD).
• Support Microsoft Intune for device enrollment, policy enforcement, and application management.
• Assist with password resets, MFA issues, and license management.

4. Networking & Data Center Support

• Provide basic support for LAN, WAN, Wi‑Fi, and VPN connectivity issues.
• Assist in monitoring and troubleshooting network devices such as switches, routers, and firewalls.
• Support basic data center operations, including server room access, cabling, rack management, and hardware health checks.
• Coordinate with network and infrastructure teams for escalated issues.

5. Security & Compliance

• Follow and enforce IT security policies, standards, and procedures.
• Support implementation of endpoint security tools, antivirus, DLP, and encryption.
• Assist in user awareness of security best practices (password hygiene, phishing, data protection).
• Ensure compliance with internal security controls and external regulatory requirements.

6. Documentation & Process Improvement

• Maintain accurate documentation for IT procedures, configurations, and knowledge base articles.
• Track, update, and resolve incidents within defined SLAs.
• Identify recurring issues and suggest improvements to reduce support effort.

Required Knowledge & Skills

• Strong knowledge of end‑user computing (laptops, desktops, peripherals).
• Hands‑on experience with Windows OS and basic macOS support.
• Experience configuring and troubleshooting video conferencing and AV devices.
• Working knowledge of basic networking concepts (IP addressing, DNS, DHCP, VPN).
• Understanding of data center fundamentals and IT infrastructure operations.
• Knowledge of IT security principles, compliance, and best practices.
• Practical experience with:
  • Microsoft Office 365
  • Microsoft Intune
  • Microsoft Active Directory
• Strong troubleshooting, analytical, and problem‑solving skills.
• Excellent communication and customer service skills.
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Preferred Qualifications

• Bachelor’s degree or diploma in IT, Computer Science, or a related field.
• Relevant certifications such as:
• CompTIA A+, Network+, or Security+
• Microsoft Certified: Modern Desktop Administrator Associate
• Prior experience in an enterprise IT support environment.
• Familiarity with ITIL processes and ticketing systems.

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