Source description
About the role
Key Responsibilities:
System Administration
Manage Windows Server 2016/2019/2022 – installation, configuration, patching, and performance tuning. Administer Active Directory, Group Policy Objects (GPO), DNS, DHCP, and WSUS. Support Azure Active Directory, Entra ID, AD Connect sync, and hybrid identity integration. Perform user provisioning, access rights reviews, and OU management. Configure and manage VMs using Hyper-V / VMware / Azure VMs.
Network Administration & Monitoring
Monitor and manage enterprise network including L2/L3 switches (Cisco/Ruckus/HP), routers, and Wi-Fi controllers. Configure and troubleshoot firewalls (Checkpoint, Cisco ASA/Meraki), NAT rules, VPN tunnels, and traffic policies. Implement VLAN segmentation, link aggregation, load balancing, and routing protocols. Monitor infrastructure using tools like SolarWinds, PRTG, Nagios, or Microsoft SCOM. Analyze system s, network bottlenecks, disk usage, and resource spikes. Conduct root cause analysis (RCA) for recurring issues and recommend preventive actions.
Cybersecurity Tools and Compliance
Second-level support for Sophos AV, Trellix DLP, and Symantec Endpoint Protection ( monitoring, updates, basic remediation). Ensure devices comply with endpoint protection and DLP policies. Basic analysis of s and escalate threats as per SOP. Maintain endpoint protection (Sophos, Trellix, Defender), monitor threats, and support incident response. Enforce BitLocker, patch updates, and backup policies across user endpoints and servers. Coordinate with the security team for audit readiness, hardening systems, and security log reviews.
Network and Connectivity Support
Troubleshoot Wi-Fi/internet access, VPN issues, and network slowness. Support for SSO-related login issues and connectivity to enterprise applications. Initial triaging of incidents related to Cisco network switches, access points, and Checkpoint firewall policies.
Cloud and Email Infrastructure
Support onboarding/offboarding of users in Active Directory and Azure AD. Reset passwords, unlock accounts, and manage group memberships. Assist in Azure Domain Integration and device join issues. Administer Microsoft 365, including Exchange Online, SharePoint, Teams, and Intune MDM policies. Manage backup and restore of Microsoft 365 mailboxes and file systems. Basic scripting (PowerShell) for automation, mailbox moves, user reports, and security audits.
Backup and Restore
Monitor and validate backup status for endpoints. Assist users in restoration of files from backup systems. Coordinate with L2 for failed backup escalations.
Documentation and Reporting
Log, update, and close tickets in the ITSM system (ServiceDesk/Zoho/SDP). Maintain accurate records of support calls, issues resolved, and pending actions. Create knowledge base articles for frequent issues Maintain documentation of IT assets, IP schemas, network topologies, and change records. Coordinate with OEMs and vendors for hardware replacements, licensing, or escalations. Provide mentorship to L1 team, lead knowledge transfer and SOP creation.
Required Skills & Qualifications:
4–7 years of experience in an IT support/helpdesk environment & Network Administration Proficient in troubleshooting Windows 10/11 and macOS. Basic understanding of Microsoft 365 suite, Azure AD, and Exchange Online. Familiarity with antivirus (Sophos), DLP tools (Trellix), and encryption (BitLocker). Knowledge of networking basics, VPN, firewall concepts. Good communication skills – both written and verbal. Ability to work independently in US Shift hours and on-call rotation Strong hands-on experience in Windows Server, AD, Azure, and firewall management. Familiar with cloud infrastructure (Azure/AWS) and Office 365/M365 administration. Excellent problem-solving skills and ability to manage medium complexity issues independently. Good understanding of ITIL processes, change management, and SLA-based support.
Preferred Certifications (Good to Have)
Microsoft Certified: Windows Server or Azure Administrator CCNA / CCNP Fortinet NSE / CheckPoint CCSA ITIL Foundation
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