A. About the Role:

We are looking for an IT Support Engineer to provide technical support and ensure the smooth operation of the organization's IT infrastructure. The role involves supporting end users, maintaining IT systems and devices, troubleshooting technical issues, and ensuring the availability, security, and performance of IT services. The ideal candidate should possess strong technical troubleshooting skills, a customer-focused approach, and the ability to work effectively in a dynamic IT workplace.

B. Detailed expectations from the role:

1. End User Support

- Provide first-level and second-level technical support to end users.
- Respond to service requests and incidents within agreed Service Level Agreements (SLAs).
- Provide user training and guidance on IT systems, applications, and best practices.

2. Hardware and Software Management

- Install, configure, and maintain desktops, laptops, printers, scanners, and other IT equipment.
- Install, update, and maintain operating systems, business applications, antivirus software, and security patches.
- Troubleshoot hardware, software, and operating system-related issues.

3. System Administration

- Manage user accounts, permissions, and access rights in Active Directory and other enterprise systems.
- Assist in configuring and supporting Microsoft Windows, Linux, and Microsoft 365 environments.
- Monitor and maintain IT systems and servers to ensure optimal performance and availability.

4.



Network and Connectivity Support

- Troubleshoot network-related issues, including LAN, WAN, Wi-Fi, VPN, email, and remote access solutions.
- Monitor and maintain network devices and connectivity services to minimize downtime.

5. Backup, Recovery, and Security

- Perform routine system backups and assist with disaster recovery procedures.
- Ensure compliance with IT security policies, standards, and best practices.
- Support the implementation and maintenance of endpoint security measures.

6. Vendor and Asset Management

- Coordinate with vendors and third-party service providers for issue resolution and support activities.
- Maintain accurate documentation of IT assets, configurations, procedures, and support activities.

7. Documentation and Continuous Improvement

- Document technical issues, resolutions, system configurations, and operational procedures.
- Contribute to improving IT support processes, knowledge bases, and service delivery standards.

C. Required skill set

- CCNA
- RHCSA
- Microsoft Certified: Windows Server Hybrid Administrator Associate

D. Education and Experience

- BCA/ MCA/B.Tech (CS/IT)/ BE (CS/IT).
- Analyst- 0-2 years of experience
- Senior Analyst- At least 3 years of experience

E. Location

- Base location shall be New Delhi.

F. Remuneration Structure

- We offer a motivation based and competitive reward package.

📌 Senior Analyst/ Analyst- IT Support (Delhi)
🏢 Mercados Energy Markets
📍 Delhi