Senior IT Support Technician

The Senior IT Support Technician (Senior Associate) provides advanced technical support and ensures the stability, performance, and security of the company's IT services across local India and global offices. This position is fully onsite at our Mumbai office with occasional travel to the Hyderabad office as required. Key Responsibilities Advanced Desktop Support & Troubleshooting • Provide Level 1 and Level 2 advanced technical support for end-user hardware, software, and connectivity issues to users across India and global offices • Diagnose and resolve complex desktop, laptop, and application problems efficiently • Troubleshoot Outlook email, calendar, collaboration tool, SharePoint, and Copilot issues • Support AWS-based applications and services used by end users • Manage and prioritize support tickets through the helpdesk system, ensuring timely resolution and excellent customer service • Create and maintain IT documentation, knowledge base articles, and user guides • Serve as an escalation point for junior IT support staff • Perform regular system updates, patches, and security configurations on end-user devices • Deploy and configure software applications and ensure license compliance • Conduct routine maintenance and health checks on IT equipment Microsoft 365 Administration • Manage user accounts, permissions, and group policies in Active Directory and Entra ID • Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, and Copilot • Manage SharePoint sites including site creation, permissions, access controls, and storage management • Manage mailbox permissions, shared mailboxes, and distribution lists • Configure and manage mobile device policies through Intune Network Connectivity Support • Troubleshoot user connectivity issues related to wired and wireless networks • Coordinate with IT MSP on network issues involving Cisco Meraki, Ubiquiti infrastructure, or local ISPs. • Diagnose and resolve basic network problems affecting end users (DNS, DHCP, Wi-Fi) IT Asset Management & Procurement • Maintain accurate inventory of all IT assets including hardware, software licenses, and peripherals, and conduct regular audits to ensure inventory accuracy and compliance • Coordinate asset returns, repairs, and replacements • Manage local procurement of IT equipment, software, and services for India offices • Process purchase orders and ensure timely delivery of IT assets Security & Compliance • Implement and maintain security protocols and best practices on end-user devices • Monitor for security threats on workstations and respond to incidents according to established procedures • Ensure compliance with company IT policies and relevant regulatory requirements • Evangelize IT security best practices across the organization User Management & Training • Onboard and offboard employees, ensuring proper workstation setup, and access provisioning • Provide training and guidance to end users on IT systems, applications, tools, and best practices IT Service Delivery & Projects • Work closely with global IT teams to ensure consistent service delivery • Participate in IT projects including workstation deployments, software rollouts, and migrations • Contribute to continuous improvement initiatives for IT processes and services Required Qualifications Education & Experience • Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience) • 4-6 years of experience in desktop support, IT support, or system administration roles • Proven track record of providing advanced technical support in a corporate environment • Experience with IT procurement and vendor management • Familiarity with ITIL framework and IT service management best practices Technical Skills • Strong knowledge of Windows operating systems (Windows 10/11, Windows Server basics) • Experience with Microsoft 365 suite (Exchange Online, SharePoint, Teams, OneDrive, Entra ID, CoPilot) administration, permissions management, and troubleshooting • Solid understanding of Active Directory and Microsoft Entra ID administration • Knowledge of Single Sign-On (SSO) and Multi-Factor Authentication (MFA) setup, configuration, and troubleshooting • Experience with AWS infrastructure services and cloud-based applications (EC2, S3, IAM) • Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN, SFTP) • Experience with endpoint management tools (Intune MDM, MAM, SCCM) • Strong hardware troubleshooting skills for desktops, laptops, printers, and peripherals • Understanding of cybersecurity principles and best practices • Experience with ticketing systems (ServiceNow, Jira Service Desk, or similar) Soft Skills • Ability to work independently with minimal supervision • Excellent problem-solving, analytical abilities, and ability to manage multiple priorities • Strong communication skills in English, both written and verbal, ability to explain technical concepts to non-technical users in a patient and clear manner • Customer-service oriented mindset with patience and professionalism Physical Requirements • Ability to sit and/or stand for prolonged periods while performing technical tasks • Ability to lift and carry up to 9 kg (20 lbs.) of equipment such as desktops, monitors, and peripherals Preferred Certifications • Microsoft MD-102 (Endpoint Administrator), MS-900 (Microsoft 365 Fundamentals) • CompTIA A+, Network+, or Security+ certification • AWS Certified Cloud Practitioner • ITIL Foundation certification Pay: ₹600,000.00 - ₹800,000.00 per year Benefits: • Health insurance • Paid time off • Provident Fund Work Location: In person