Principal Systems Administrator

Principal Systems Administrator

At NETSCOUT, we are an elite force of trailblazers, innovators, and problem solvers. We protect the connected world from cyberattacks and performance and availability disruptions through our unique visibility platform and solutions powered by pioneering deep packet inspection at scale technology. We are Guardians of the Connected World. We are looking for exceptional talent to join our team.

About NETSCOUT

NETSCOUT has been helping the world’s largest organizations solve their most complex digital challenges for more than 40 years.

NETSCOUT unlocks insight at unequaled scale, from every data packet to the broadest view of global internet traffic, so the world’s essential organizations can solve problems faster, constantly transform their digital ecosystems, secure what matters – and stay unstoppable for a world that relies on them every second.

Position Summary:

We are seeking a proactive and solutions-oriented ITCS Enablement Specialist to join our NetScout in Bangalore. This is a frontline, on-site role responsible for providing exceptional IT support to employees across local, remote, and home office environments. The role involves a combination of day-to-day technical support, asset lifecycle management, IT operations, and participation in broader technology projects. You will interact with internal staff via ticketing systems, phone, email, chat, and in-person, resolving issues, delivering new capabilities, and enhancing end-user satisfaction.

Responsibilities:

• Full-time, standard day shift role, based on-site in our Nagawara, Bangalore office.
• Provide end-user support for hardware, software, and peripherals (including laptops/desktops, printers, mobile devices, A/V equipment).
• Deliver multi-channel support (in-person, phone, email, chat, and WebEx) for local and remote users.
• Support the transition from our current ITSM platform to ServiceNow. Manage tickets efficiently and escalate when necessary.
• Image, configure, and deploy laptops and desktops for new hires and tech refreshes.
• Use FreshService for IT asset lifecycle management, including STPI bonded asset tracking and inventory audits.
• Enforce IT security policies and assist in remediating security incidents or vulnerabilities.
• Troubleshoot issues related to network connectivity, A/V conference tools, scanning, printing, and device access.
• Collaborate with internal teams to identify and implement service improvements or automation opportunities (e.g., Power Automate, AI-based tools).
• Participate in special projects, pilots, and rollouts of new technologies or processes.
• Work with external vendors and suppliers to ensure service delivery and procurement meets quality, time, and cost requirements.
• Provide informal guidance and mentoring to junior helpdesk or first-touch support personnel.
• Perform other IT-related duties as assigned.

Basic Qualifications/Skills:

• 4+ years of experience in an IT Helpdesk or Technical Support role.
• Associate degree (or higher) in Computer Science, Information Technology, or equivalent professional experience.
• Strong experience supporting Windows 11, MacOS (Sequoia), and common business productivity software (Office 365, Adobe, etc.).
• Familiarity with cloud applications, endpoint security, mobile/tablet support, and remote tools.
• Able to troubleshoot and resolve technical issues for non-technical users with patience and clarity.
• Experience using or supporting ITSM platforms such as FreshService, ServiceNow, Remedyforce or Jira.
• Exposure to automation tools like Power Automate or AI-driven IT solutions is a plus.
• Demonstrated ability to multitask, prioritize, and problem-solve in a dynamic environment.
• Strong written and verbal communication skills in English.

Preferred Qualifications/Skills:

• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or ITIL Foundation.
• Prior experience in STPI-bonded asset environments or working within SEZ/EOU frameworks.
• Familiarity with client and endpoint management platforms like SCCM, Intune, or Jamf.

Location: On-site in Nagawara, Bangalore

Working at NETSCOUT

At NETSCOUT, our vision is to create a workplace where every individual feels valued, respected, and empowered to contribute their unique perspectives. We strive to build a diverse workforce that reflects the communities we serve. We also know that life at NETSCOUT is not just about what you will contribute, but what we will give back to you. Besides the promise of interesting work in an exciting and ever-growing industry, NETSCOUT is committed to giving you opportunities to continue to learn and grow. Employees are eligible for a variety of professional development opportunities to help them advance their skills and career. We have heavily invested in our individual, management, and leadership training and development programs.