Description :

Key Responsibilities :

- Handle L3 technical escalations.

- Diagnose and resolve hardware, OS (Windows/macOS), and network issues promptly; prevent repeat incidents via root-cause fixes.

- Document incidents, resolutions, and knowledge articles in the ticketing system with correct categories/SLAs.

- Perform proactive maintenance, patching, baseline hardening, and optimization of endpoints and core IT systems.

- Contribute to IT projects and continuous process improvements with measurable outcomes (SLA, MTTR, CSAT).

- Manage network infrastructure : firewalls, switches, Wi-Fi, VPN/ZTNA; enforce change control and configuration backups.

- Prepare and maintain network architecture/topology diagrams and runbooks.

Should have knowledge of : ( Any one tool ) (3 years experience each tool) :

Endpoint Security :

- Crowdstrike

- Sentinel one

- Mcafee

MDM :

- Jamf

- Intune

- Soti

- Jumpcloud

Work Space :

- Google workspace

- Microsoft

IAM :

- Azure AD

- Okta

- Jumpcloud

Automation ( Good to have ) :

- N8N

- Zapier

- Jira

- Service now

- Python

Qualifications and Expertise :

Essential Qualifications :

- Minimum of 8 years of experience in IT support, 3+ in a lead IC capacity across infra + Security.

- Strong proficiency in Windows and Mac operating systems.

- Deep knowledge of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi and VPN tools.

- Exceptional troubleshooting and analytical skills.

- Excellent verbal and written communication abilities.

- Ability to work independently and collaborate effectively within a team.

- Strong organizational and time-management skills.

- Proactive and solution-oriented mindset.

- Ability to handle high-pressure situations and prioritize tasks effectively.

- Commitment to maintaining high standards of security and data integrity.

- Certifications such as CompTIA A+, N+, Microsoft Certified Professional (MCP), or equivalent.

- Experience with cloud-based technologies like Azure Active Directory, Office 365, Jamf Pro,Intune and Google Workspace.