Lead - IT Operations & Infrastructure

About The Company

1 Incident Management & Troubleshooting

• Provide first-level troubleshooting and resolution for issues related to AD, DNS, DHCP, and Microsoft 365.
• Address user access issues, application errors, and system connectivity concerns.
  

2 Active Directory (AD)

• Manage user accounts, password resets, and group policies.
• Perform account lockout analysis and role-based access management.
  

3 DNS & DHCP Management

• Address DNS and DHCP-related configuration and connectivity issues.
• Monitor IP address assignments and ensure accurate DNS entries.
  

4 Microsoft 365 Support

• Troubleshoot issues with Outlook, Teams, SharePoint, and OneDrive.
• Perform basic license management and escalate advanced issues.
  

5 MS Intune

• Support device enrolment and basic troubleshooting for managed devices.
• Address compliance policy violations and assist users with Intune
• Basic Network & Security Knowledge:
• Understand network basics (IP, subnets, firewalls, and routing).
• Support basic VAPT-related tasks, such as gathering data for vulnerability scans and addressing common vulnerabilities with guidance.
  

7 ITIL Processes

• Follow ITIL best practices for incident, request, and change management.
• Log, prioritize, and escalate tickets as required.
  

8 General Support

• Respond to user queries via email, phone, or ticketing systems.
• Escalate unresolved issues to L2 or L3 support teams when necessary.