Senior IT Support Engineer

Role: Senior Associate IT Support Educational

Qualification: Diploma / Graduate in any discipline

Experience: 5+ Years

Location: Bangalore

Shift: General

Summary

Key Responsibilities

• Act as escalation point for L1 issues; troubleshoot and resolve complex incidents across domains like AD, O365, Google Workspace, and VDI.

• Manage user provisioning and administration in Active Directory, Exchange, and Google Workspace.

• Configure, troubleshoot, and maintain virtual desktop infrastructure.

• Administer MDM solutions and antivirus tools; manage patching and policy application.

• Support basic network infrastructure (VPN, switching, routing, DHCP, DNS).

• Implement and sustain compliance with ISO27001 controls as part of daily operations. Responsibilities may include documentation maintenance, internal audits and risk assessment coordination.

• Collaborate on escalation processes, including vendor and L3 handoffs, and maintain knowledge base articles for recurring issues.

• Ensure all incidents and service requests are logged and tracked through ticketing systems, adhering to SLAs and escalation protocols.

• Mentor junior support staff and assist in creating troubleshooting guides, KB documentation, and escalation workflows. Qualifications & Skills

• Experience: 3-5 years in IT support or L2 escalation roles experience with compliance standards is a strong plus

Note: Preferably for the male candidates