Description

Role Overview

The L1/L2 End User Support Engineer is responsible for providing advanced technical support for Windows-based endpoints, managing device lifecycle activities, and supporting basic server and Azure cloud operations. The role also focuses on maintaining endpoint security, ensuring compliance with organizational IT policies, and delivering efficient IT support for the Gurgaon location.

Key Responsibilities:

• Provide first-level technical support to Gurgaon-based users for laptops, desktops, printers, and network connectivity issues
• Manage escalated incidents and perform advanced troubleshooting for Windows 11 devices and related infrastructure
• Configure, image, and deploy laptops using standardized deployment and automation tools while ensuring compliance policy implementation
• Manage device enrolment processes and troubleshoot application or policy deployment issues
• Perform routine administration activities for Active Directory, Microsoft Entra ID (Azure AD), and Group Policy
• Support routine Windows Server administration tasks including file and print permissions, shared resource setup, patching, and system health monitoring
• Assist with user and device management activities through Microsoft Intune and Microsoft 365 Admin Centre
• Support basic Azure administration activities related to virtual machines, user access, connectivity, and troubleshooting
• Ensure endpoint security through antivirus management, patching, encryption, and compliance monitoring
• Maintain technical documentation, troubleshooting guides, and standard operating procedures (SOPs)
• Collaborate with the US IT team on infrastructure support, system upgrades, migrations, and operational initiatives
• Ensure adherence to corporate IT security standards, policies, and guidelines defined by the CISO office

Required Skills:

• Strong expertise in Windows 11 troubleshooting, endpoint support, and device lifecycle management
• Hands-on experience or working knowledge of imaging, deployment, patch management, and policy administration tools
• Good understanding of Active Directory, Group Policy, Microsoft Entra ID (Azure AD), and Microsoft 365 administration
• Exposure to Microsoft Intune, Azure Virtual Machines, Microsoft Entra ID, and Microsoft 365 Admin Centre
• Basic understanding of Azure cloud services including Virtual Machines, Storage, Networking, RBAC, and Monitoring concepts
• Familiarity with endpoint security practices including antivirus, encryption, patch management, and compliance enforcement
• Understanding of Intune/MDM device enrollment and compliance management processes
• Knowledge of networking fundamentals including DNS, DHCP, VPN, Wi-Fi, and basic network troubleshooting
• Strong troubleshooting, documentation, coordination, and communication skills
   

Preferred Skills:

• Experience with automation, deployment, or provisioning using PowerShell scripting
• Familiarity with ITIL processes and ITSM platforms such as ServiceNow, Jira, ManageEngine, Endpoint Central, or ServiceDesk Plus
• Good understanding of virtualization technologies such as Hyper-V and networking fundamentals
• Exposure to Azure administration and cloud-based enterprise environments
• Ability to independently manage end-to-end IT operations for the Gurgaon office
• Awareness of compliance and security frameworks such as HITRUST, ISO 27001, and SOC 2

Certification Requirements:

• Azure Fundamentals (AZ-900) certification preferred, or willingness to obtain certification after joining
• Additional certifications or knowledge related to Microsoft Azure, Microsoft 365, Endpoint Management, or IT Security would be advantageous

Education & Experience:

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline
• 4-5 years of experience in enterprise IT support and/or system or network administration
• Prior experience supporting Microsoft 365 and cloud-integrated enterprise environments is preferred

Non-Technical / Behavioral Competencies:

• Experience working with US-based clients within onsite-offshore delivery models
• Strong verbal and written communication, technical articulation, listening, and presentation skills
• Demonstrated analytical thinking and problem-solving capabilities
• Strong prioritization, time management, and stakeholder coordination
• Self-driven, proactive, quick learner, and an effective team collaborator
• Ability to work efficiently under tight timelines within a matrix organizational structure

Key Skills

Education

Any Graduate