Sr. IT Support Engineer

Rysun Labs

5 - 7 years

7 - 11 Lacs

Ahmedabad

Posted:1 week ago| Platform:

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Skills Required

it support information technology issue resolution customer service networking problem solving it service desk root cause analysis it asset mac itil certified active directory remote support microsoft windows communication skills itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are seeking an experienced and proactive Sr. IT Support to oversee daily IT support operations, ensure high-quality service delivery, and lead a team of support engineers. The ideal candidate will manage incidents, resolve technical issues, and implement best practices to enhance user satisfaction and system uptime.

Key Responsibilities:

Lead and mentor the IT support team to ensure timely and effective resolution of IT issues (hardware, software, network, and systems).
Monitor and manage IT service desk tickets, prioritizing and escalating as needed.
Develop and enforce support processes, SLAs, and documentation standards.
Coordinate with infrastructure, security, and application teams for issue resolution and project support.
Conduct root cause analysis for recurring problems and recommend long-term solutions.
Maintain inventory of IT assets and ensure compliance with IT policies and procedures.
Provide reporting and analytics on ticket trends, team performance, and user feedback.
Support onboarding/offboarding processes and ensure timely provisioning/de-provisioning of access and equipment.

Qualifications:

Bachelors degree in Computer Science, Information Technology, or a related field.
Strong technical knowledge of Windows/Mac OS, Active Directory, O365, networking, and remote support tools.
Proven leadership and team management experience in a fast-paced IT support environment.
Excellent communication, problem-solving, and customer service skills.
ITIL certification (preferred).

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