IT Service Desk & Application Support Engineer

Role Summary

We are looking for a hands-on IT Infrastructure & Application Support Engineer (L2 / Lead) to own our network & server environment, BoldDesk ticketing system, and business-critical portals (Sapphire Portal & Induction Training Portal).

You will:

• Manage Fortinet firewalls, networks, and Windows Server / Active Directory
• Act as BoldDesk administrator for IT service operations and reporting
• Support and coordinate changes to the Sapphire Portal and Induction Portal
• Provide L2 tech support for our Ludhiana and Mohali offices and liaise with vendors and the development team where needed

Core Responsibilities:

1. Firewalls, Network & Security

• Manage Fortinet firewalls, VPN configurations, and security policies
• Monitor and troubleshoot LAN, Wi-Fi, and internet issues
• Coordinate with ISPs and vendors to ensure uptime and performance

2. Server & Active Directory Administration

• Administer Windows Server 2016 (or later) and Active Directory
• Create/disable user accounts, groups, and access permissions
• Maintain regular backups, OS patches, antivirus, and security updates

3. BoldDesk Ticketing Ownership

• Act as the primary admin for BoldDesk: queues, categories, SLAs, automation rules
• Ensure ticket triage, escalation, and resolution as per escalation matrix (L1/L2)
• Publish weekly/monthly SLA, backlog, and CSAT reports for management

4. Sapphire Portal & Induction Training Portal

• Oversee job upload/download processes on Sapphire Portal
• Act as backup owner for portal tasks currently managed by the existing SPOC
• Coordinate with the development team for new features, fixes, and portal changes
• Handle portal-related queries from internal staff and clients, ensuring timely resolution

5. System Audits & Improvements

• Conduct monthly audits of systems for patching, antivirus, OS versions, and licenses
• Document findings and submit audit reports to management
• Plan and implement improvement projects to enhance stability, performance, and security

6. Tech Support (L2)

• Provide L2 support for users in the Ludhiana and Mohali offices
• Guide and support L1 IT executives; take up complex/critical tickets as per escalation matrix
• Work with external teams (including US/UK teams where needed) for high-priority incidents

7. Cloud & Licensing (Microsoft 365 / AWS & Tools)

• Assist in the administration of Microsoft 365 (email, OneDrive, SharePoint, user management)
• Perform basic AWS console tasks as guided by IT management
• Maintain license hygiene across OS, security tools, and productivity applications

8. Training, Knowledge & Induction

• Participate in joiner induction for IT systems and portals
• Create and maintain knowledge base articles, SOPs, and FAQs
• Support user awareness initiatives, including basic cyber security / phishing awareness

Minimum Qualifications & Experience

• 4–7 years of experience in IT infrastructure and application support
• Strong hands-on experience with:
• Windows Server and Active Directory
• Network troubleshooting (LAN, Wi-Fi, basic routing/switching)
• At least one firewall platform (Fortinet preferred)
• Experience with any IT ticketing/ITSM tool (ServiceNow, Freshservice, Zendesk, BoldDesk, etc.)
• Good understanding of IT service operations (incident, request, change)
• ITIL 4 Foundation certification is a plus (not mandatory)
• Graduates in B.Tech / BCA / MCA / B.Sc (IT) or similar preferred

Skills & Behaviors

• Strong problem-solving and root cause analysis skills
• Clear communication with non-technical users and management
• Ability to document SOPs, how-to guides, and audit reports
• Ownership mindset – willing to take end-to-end responsibility for issues and improvements
• Comfortable working in a fast-paced, process-oriented environment

Tech Stack / Tools (Exposure to any of these is beneficial)

• Fortinet firewalls and VPN
• Windows Server 2016+, Active Directory, DNS, DHCP
• BoldDesk or similar ITSM/ticketing tools
• Microsoft 365 admin portal, OneDrive, SharePoint
• AWS (basic console usage)
• Antivirus/EDR solutions, backup tools

Job Types: Full-time, Permanent

Pay: ₹50,000.00 - ₹60,000.00 per month

Benefits:

• Health insurance
• Life insurance

Education:

• Bachelor's (Preferred)

Experience:

• IT infrastructure and application support: 4 years (Required)

Location:

• Ludhiana, Punjab (Required)

Work Location: In person