L2 Support Engineer

High Level Skills/Requirements

• Worli/Mumbai - Working from Office
• 5-8 Years of Experience
• Windows & Mac OS - Highly skilled
• End point security (DLP / Encryption / Policy) - Highly skilled
• O365 - Administration (DLP and security) - Highly skilled
• Video conferencing & Networking skills - medium skills
• Firewall - Medium skills
• Communication body language - Very high standards
• Close to work location
  

IT Resource L2

excellent communication and presentation skills

Mac and Windows environments, data security, IT infrastructure, enterprise wireless networks, network security, endpoint security, video conferencing, remote IT management, and troubleshooting.

Office 365 administration, ITIL frameworks, ITSM tools, compliance, IT governance, and Data Loss Prevention (DLP).

Key Responsibilities

• IT Infrastructure & Operations Management :
• Manage and maintain IT infrastructure to ensure high availability, performance, and security.
• Oversee Mac and Windows-based systems, including installation, configuration, and maintenance.
• Administer and manage Office 365, handling user accounts, security settings, and integrations.
• Provide hands-on troubleshooting and resolution of IT issues related to hardware, software, and network performance.
• Network Security, Enterprise Wireless & DLP :
• Implement and maintain network security measures, including firewalls, intrusion detection, and endpoint protection.
• Manage and optimize enterprise wireless networks, ensuring seamless connectivity and security.
• Deploy and enforce Data Loss Prevention (DLP) solutions to prevent unauthorized access and data breaches.
• Diagnose and troubleshoot network, wireless, and security issues to minimize downtime and ensure business continuity.
• Endpoint Security & Remote Management :
• Implement and manage endpoint security solutions, including antivirus, encryption, and device access control.
• Monitor and maintain remote monitoring and management (RMM) tools to support IT operations.
• Ensure compliance with endpoint security policies, including patch management and remote work security.
• Troubleshoot and resolve endpoint-related security issues efficiently.
• Video Conferencing & Collaboration Tools :
• Oversee video conferencing infrastructure, ensuring high availability and security.
• Provide support and troubleshooting for video conferencing platforms (Zoom, MS Teams, Google Meet, etc.).
• Compliance, IT Governance & Data Security :
  

Having skills and knowledge in Compliance, IT Governance, and Data Security will be considered an added advantage.

• Ensure adherence to industry compliance standards and regulatory frameworks (ISO 27001, GDPR, SOC 2, etc.).
• Implement IT governance policies, risk management, and internal controls.
• Conduct periodic IT audits, security assessments, and compliance reviews.
• Work closely with legal, risk, and compliance teams to align IT policies with business and regulatory requirements.
• Implement data security best practices and enforce backup and disaster recovery solutions.
• IT Service Management (ITSM) & ITIL Frameworks :
• Utilize ITIL best practices to enhance IT service delivery and incident management.
• Manage and operate ITSM tools (ServiceNow, Freshdesk, Atera, Jira Service Management) to streamline IT processes.
• Maintain documentation of IT processes, incidents, and resolutions for efficiency and compliance.
• Hands-on troubleshooting of IT service issues to minimize business disruptions.
• End-User Support & IT Governance :
• Provide technical support and training to end-users on IT systems and security best practices.
• Diagnose and resolve complex IT problems, ensuring minimal impact on business operations.
• Establish and enforce IT policies, procedures, and security Vendor & Stakeholder Management :
• Coordinate with third-party vendors for IT support, procurement, and service agreements.
• Collaborate with internal teams and leadership to align IT strategy with business goals.
  

Required Qualifications & Skills

• Bachelors degree in engineering, Computer Science, or a related field.
• 5 to 8 years of hands-on IT management experience.
• Strong expertise in Mac and Windows systems Experience in Office 365 administration, network security, IT infrastructure, and IT governance.
• Proficiency in endpoint security, remote management, and enterprise wireless network management.
• Hands-on experience with video conferencing tools (Zoom, MS Teams, Google Meet, etc.).
• Knowledge of ITIL frameworks and experience with ITSM tools (ServiceNow, Freshdesk, Atera, etc.).
• Proven troubleshooting and problem-solving skills across IT infrastructure, networking, and security.
• Strong understanding of compliance frameworks (ISO 27001, GDPR, SOC 2, HIPAA, etc.).
• Excellent communication, presentation, and analytical skills.
• Ability to work independently and manage IT operations effectively.