IT Support L2/L3 - Enquad Solution (India) Pvt Ltd

Title: IT Support L2 /L3 Key Responsibilities and Scope of Work Provide Level 2 and Level 3 technical support for Windows-based environments, including Windows workstations, Windows Servers, and Domain ControllersAdminister and troubleshoot Active Directory infrastructure, including user/group management, Group Policy, DNS, and DHCPSupport, maintain, and secure email servers and web servers, including service availability, performance tuning, and incident remediationManage daily operations through OsTicket, ensuring accurate ticket classification, prioritization, escalation, and SLA complianceUtilize Atera RMM for proactive monitoring, patch management, remote access, automation, and endpoint health reportingConfigure, maintain, and troubleshoot firewalls and security appliances including Ubiquiti UniFi, Netgate (pfSense), and CiscoDeploy and manage L2/L3 network switches, including VLAN creation, routing, trunking, and traffic segmentationDesign, implement, and support VPN solutions (IPSec, Wireguard, OpenVPN, site-to-site and remote access) with a focus on security and reliabilityDiagnose and resolve network performance and connectivity issues across LAN, WAN, and wireless environmentsSupport and troubleshoot VoIP servers and telephony systems, including call quality issues, SIP configurations, and network QoS alignmentPerform root cause analysis for recurring incidents and implement permanent corrective actionsMaintain accurate technical documentation, network diagrams, and standard operating proceduresCollaborate with vendors, ISPs, and internal teams to resolve complex infrastructure issuesParticipate in on-call rotation and planned maintenance windows as requiredRequired Skill Set Strong hands-on experience supporting Windows Workstations and Windows Server environments, including Domain Controllers, Active Directory, Group Policy, DNS, and DHCPIn-depth knowledge of email and web server platforms, including deployment, configuration, security, troubleshooting, and performance optimizationProven experience working with IT ticketing systems, specifically OsTicket, including incident tracking, escalation handling, SLA adherence, and documentationPractical experience with Remote Monitoring and Management (RMM) solutions, such as Atera, for proactive monitoring, patch management, remote support, and automationSolid expertise in configuring, managing, and troubleshooting firewall and network security appliances, including Ubiquiti UniFi, Netgate (pfSense), and Cisco platformsHands-on experience with Layer 2 and Layer 3 switches, including configuration, VLAN segmentation, trunking, routing, and traffic optimization .