Please find the job description below- Position: System Engineer (L1& L2) Work Mode: WFO (Indore onsite) Shift: 24×7 rotational roster (including weekends/on call) Job Type: Full Time/ Permanant Key Responsibilities Provide L1/L2 technical support for network, infrastructure, Microsoft 365, Windows, VPN, firewall, and connectivity-related incidents and service requests. Monitor infrastructure and network alerts, respond to support tickets within defined SLAs, and ensure timely resolution or escalation. Troubleshoot and resolve day-to-day connectivity, network, VPN, DNS, DHCP, authentication, and endpoint-related issues. Perform incident, request, problem, and change management activities in accordance with defined support processes. Coordinate with L3, cloud, security, application, and vendor teams for issues requiring specialized technical assistance. Provide remote support to global users and infrastructure environments across multiple time zones. Maintain accurate ticket updates, incident documentation, troubleshooting notes, and knowledge-base articles. Participate in 24x7/on-call support and planned maintenance activities, based on business requirements. Proactively identify recurring issues and contribute to problem management and continuous improvement initiatives. Required Skills 2–4 years of experience in IT support, system administration, NOC, helpdesk or cloud support. Good understanding of TCP/IP, VLANs, routing, switching, NAT, DNS, DHCP and wireless networking. Hands-on experience with Cisco, Fortinet, Sophos, Palo Alto or similar firewalls. Exposure to Cisco Meraki or Ubiquiti UniFi is a plus. Can set up and troubleshoot VPN and remote access (SSL VPN, IPsec). Working knowledge of Windows 10/11 and Windows Server, including Active Directory user and group management and basic Group Policy. Microsoft 365 administration and support: Exchange Online, Outlook, Teams, OneDrive and license assignment. Working knowledge of Entra ID (Azure AD) and Intune for identity, access and device management. Hands-on exposure to AWS (EC2, VPC, IAM, basic networking) and an understanding of basic Azure networking. AWS Cloud Practitioner or Associate certification is a plus. Experience with endpoint security, antivirus, MFA and network security best practices. Comfortable with troubleshooting and monitoring tools such as ping, tracert, nslookup, ipconfig and Wireshark. Familiar with ITSM or ticketing tools, incident management and SLA-based workflows. Understands backup and disaster recovery, and keeps infrastructure documentation up to date (diagrams, SOPs, runbooks). Fluent in English, with strong written and spoken communication for supporting global users who are not technical. Can work independently and prioritise under SLA pressure. Willing to work rotational 24×7 shifts across time zones. Qualifications Bachelor’s degree in computer science, Information Technology, or a related field. Relevant certifications such as CCNA, CCNP, Microsoft Azure Administrator (AZ-104), Network+, or equivalent are preferred. Soft Skills Excellent troubleshooting and analytical abilities. Strong communication and documentation skills. Customer-focused with the ability to work independently. Willingness to support global users across multiple time zones.
