Job Role: IT & Network Engineer

Location: Mumbai

Key Responsibilities

> EndUser Support

- Provide Level 1 / Level 2 support for laptops and desktops (Windows/macOS).
- Diagnose and resolve hardware, software, OS, and applicationrelated issues.
- Handle user incidents and service requests via ticketing tools, email, or phone.
- Perform system builds, configuration, and upgrades for enduser devices.
- Provide user onboarding and offboarding support, including device setup and access provisioning.

> Video Conferencing (VC) & Collaboration Tools

- Configure, support, and troubleshoot video conferencing devices (e.g., Teams Rooms, Zoom Rooms, Webex, conference room AV equipment).
- Support webcams, microphones, headsets, display systems, and meeting room peripherals.
- Assist users with collaboration tools such as Microsoft Teams, Outlook, and OneDrive.

> Microsoft Technologies

- Administer and support Microsoft Office 365 services (Exchange Online, Teams, SharePoint, OneDrive).
- Manage user accounts, groups, and permissions using Microsoft Active Directory (AD).
- Support Microsoft Intune for device enrollment, policy enforcement, and application management.
- Assist with password resets, MFA issues, and license management.

> Networking & Data Center Support

- Provide basic support for LAN, WAN, WiFi, and VPN connectivity issues.
- Assist in monitoring and troubleshooting network devices such as switches, routers, and firewalls.
- Support basic data center operations, including server room access, cabling, rack management, and hardware health checks.
- Coordinate with network and infrastructure teams for escalated issues.

> Security & Compliance

- Follow and enforce IT security policies, standards, and procedures.
- Support implementation of endpoint security tools, antivirus, DLP, and encryption.
- Assist in user awareness of security best practices (password hygiene, phishing, data protection).




- Ensure compliance with internal security controls and external regulatory requirements.

> Documentation & Process Improvement

- Maintain accurate documentation for IT procedures, configurations, and knowledge base articles.
- Track, update, and resolve incidents within defined SLAs.
- Identify recurring issues and suggest improvements to reduce support effort.

** Required Knowledge & Skills **

- Strong knowledge of enduser computing (laptops, desktops, peripherals).
- Handson experience with Windows OS and basic macOS support.
- Experience configuring and troubleshooting video conferencing and AV devices.
- Working knowledge of basic networking concepts (IP addressing, DNS, DHCP, VPN).
- Understanding of data center fundamentals and IT infrastructure operations.
- Knowledge of IT security principles, compliance, and best practices.
- Practical experience with:
- Microsoft Office 365
- Microsoft Intune
- Microsoft Active Directory

- Robust troubleshooting, analytical, and problemsolving skills.
- Excellent communication and customer service skills.

Preferred Qualifications

- Bachelors degree or diploma in IT, Computer Science, or a related field.
- Relevant certifications such as:
- CompTIA A+, Network+, or Security+
- Microsoft Certified: Modern Desktop Administrator Associate

- Prior experience in an enterprise IT support workplace.
- Familiarity with ITIL processes and ticketing systems.

Why join us?

- Impactful Work: Play a pivotal role in safeguarding Tanla's assets, data, and reputation in the industry.
- Tremendous Growth Opportunities: Be part of a rapidly growing company in the telecom and CPaaS space, with opportunities for professional development.
- Innovative Environment: Work alongside a world-class team in a challenging and fun environment, where innovation is celebrated.

Tanla is an equal opportunity employer. We champion diversity and are committed to creating an inclusive environment for all employees

📌 Desktop Support Engineer 2 (Mumbai)
🏢 Tanla Platforms
📍 Mumbai