Senior Associate - IT Support

Educational Qualification: Diploma / Graduate in any discipline
Experience: 5+ Years
Location: Bangalore
Shift: General

Summary

The Senior IT Support Engineer (L2) is responsible for providing second-level technical support, managing daily escalations, and ensuring IT operations align with security standards like ISO 27001. This role demands strong experience across AD servers, Office 365, Google Workspace, VDI systems, MDM/AV tools, and foundational networking

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 ISO 27001 controls as part of daily operations. Responsibilities may include documentation maintenance, internal audits and risk assessment coordination.
  • Research, evaluate, recommend, and support the deployment of new technologies.
  • 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.

Skills and Knowledge

  • Experience:
    • 3–5 years in IT support or L2 escalation roles—experience with compliance standards is a strong plus.
  • Technical Skills:
    • Active Directory, O365 (Exchange, SharePoint), Google Workspace administration.
    • VDI deployment and support (e.g., VMware Horizon, Citrix).
    • MDM and antivirus management.
    • Core networking concepts like TCP/IP, DHCP, DNS, VPN, and routing.
  • Security & Compliance:
    • Understanding of ISO 27001 and experience implementing ISMS practices such as audits, controls, and risk management.
  • Support & Process:
    • Familiarity with ITIL principles and incident/service request management.
  • Soft Skills:
    • Strong communicator with customer service focus.
    • Ability to work proactively and collaboratively.
    • Keen attention to documentation and security awareness initiatives.
Mandatory: Please review the job description.