IT Helpdesk Administrator

Role & responsibilities Provide Level 1 and Level 2 technical support for Windows, Linux, macOS, and enterprise applications. Diagnose and resolve hardware, software, operating system, network, and user access issues. Manage user accounts, permissions, password resets, and security groups through Active Directory. Install, configure, and maintain desktops, laptops, printers, peripherals, and software applications. Troubleshoot networking issues related to TCP/IP, DNS, DHCP, VLAN, VPN, NAT, and ACL. Support Microsoft 365 (Office 365), Microsoft Azure, and AWS cloud services. Monitor and maintain Windows servers, Linux systems, and enterprise network infrastructure. Perform routine system administration activities, including system updates, patch management, and health checks. Monitor and support Cisco, Fortinet, and Meraki network devices. Record, track, and resolve incidents using the organization's IT Service Management (ITSM) tools while meeting defined SLAs. Escalate complex technical issues to appropriate teams and coordinate resolution. Create and maintain technical documentation, knowledge base articles, and standard operating procedures. Collaborate with global IT teams to support infrastructure improvements and technology initiatives. Ensure compliance with organizational IT security policies and industry best practices. Participate in shift rotations and on-call support as required. Preferred candidate profile Bachelor's degree in Computer Science, Information Technology, or a related field. 12 years of experience in an Enterprise IT Support or Helpdesk environment. Freshers with strong academic knowledge and hands-on exposure to IT infrastructure, networking, or cloud technologies are welcome to apply. Experience with enterprise ticketing systems and ITIL-based support processes is an advantage.