Hi,

Greetings from SHI INDIA !!!

We SHI INDIA is actively looking Sr.System Engineer / Tech Lead Service Desk into IT Infra Mgt

Job Location : Hyderabad

Shift Time : 03:00 AM IST to 1 :00 PM IST

Sr. System Engineer / Technical Service Desk Team Lead

Position Summary

The Technical Service Desk Team Lead is responsible for leading and mentoring the Service Desk team while providing advanced technical support across Microsoft technologies, end user and endpoint management, virtualization platforms, and The role ensures high-quality IT support delivery, effective incident management, adherence to SLAs, and continuous improvement of IT service operations.

The ideal candidate will possess solid hands-on experience with Windows Server, Active Directory, Microsoft Entra ID, Microsoft Intune, Microsoft Azure, virtualization technologies, and foundational networking concepts.

Key Responsibilities

Team Leadership & Service Management

- Lead, mentor, and support Service Desk Engineers and Analysts.
- Manage daily service desk operations and ticket queues.
- Ensure incidents and service requests are resolved within agreed SLAs.
- Conduct team performance reviews and provide technical coaching.
- Coordinate major incident management and escalation processes.
- Drive continual service improvement initiatives.
- Develop and maintain operational procedures and knowledge base documentation.
- Participate in CAB (Change Advisory Board) activities and change management processes.

Microsoft Infrastructure Administration

Windows Server Administration

- Manage and support Windows Server environments (2016/2019/2022).
- Perform server health monitoring, patching, and maintenance.
- Troubleshoot server performance and availability issues.
- Manage file services, print services, and server roles.

Active Directory Administration

- Manage Active Directory Users and Computers.
- Create and maintain Group Policies (GPOs).
- Administer DNS and DHCP services.
- Manage OU structures, permissions, and delegation.




- Troubleshoot authentication and replication issues.
- Support domain controllers and AD infrastructure.

Microsoft Entra ID (Azure AD)

- Manage users, groups, and administrative roles.
- Implement and maintain Conditional Access policies.
- Configure Multi-Factor Authentication (MFA).
- Manage Single Sign-On (SSO) integrations.
- Support hybrid identity environments using Entra Connect.
- Manage Privileged Identity Management (PIM).
- Perform identity governance and access reviews.

Microsoft Intune Administration

- Manage Windows device enrollment and lifecycle management.
- Deploy and manage Configuration Profiles.
- Implement Compliance Policies and Security Baselines.
- Manage application deployment and updates.
- Administer Windows Autopilot deployments.
- Support Endpoint Security and BitLocker management.
- Troubleshoot Intune enrollment and policy deployment issues.

Microsoft Azure Administration

- Support Azure Virtual Machines and infrastructure resources.
- Manage Virtual Networks (VNets) and Network Security Groups (NSGs).
- Support Azure Storage and Backup solutions.
- Monitor Azure resources and optimize performance.
- Manage Azure RBAC permissions and governance controls.
- Support Azure Virtual Desktop (AVD) environments.

Virtualization Technologies

- Administer VMware vSphere environments.
- Manage Hyper-V infrastructure.
- Provision and maintain virtual machines.
- Monitor virtual infrastructure performance and capacity.
- Support disaster recovery and backup solutions.
- Troubleshoot virtualization-related issues.

Network Support (Basic to Intermediate)

- Understanding of TCP/IP networking fundamentals.
- Troubleshoot DNS, DHCP,



VPN, and network connectivity issues.
- Basic switch and firewall troubleshooting.
- Understanding of VLANs, routing, and subnetting.
- Support network-related incidents and escalations.
- Coordinate with network teams and vendors when required.

Security & Compliance

- Support Microsoft Defender, Crowstrike, Trend micr security solutions.
- Assist in implementing security best practices.
- Manage endpoint protection and vulnerability remediation.
- Support security audits and compliance initiatives.
- Implement least-privilege access controls.

Required Technical Skills

Microsoft Technologies

- Windows Server 2016/2019/2022
- Active Directory
- Group Policy Management
- DNS & DHCP
- Microsoft Entra ID (Azure AD)
- Microsoft Intune
- Microsoft 365 Administration
- Exchange Online
- SharePoint Online
- Microsoft Teams

Cloud & Virtualization

- Microsoft Azure
- Azure Virtual Desktop (AVD)
- VMware vSphere
- Hyper-V
- Azure Backup

Experience & Qualifications

Essential

- Bachelors degree in information technology, Computer Science, or related field.
- 5+ years of IT Infrastructure / Service Desk experience.
- 2+ years in a Team Lead or Senior Engineer role.
- Experience supporting enterprise Microsoft environments.
- Strong troubleshooting and problem-solving skills.
- Good Communication skills

Preferred Certifications

- Microsoft Certified: Azure Administrator Associate
- Microsoft Certified: Endpoint Administrator Associate
- Microsoft Certified: Identity and Access Administrator Associate

Key Competencies

- Leadership and Team Management
- Incident and Problem Management
- Customer Service Excellence
- Technical Troubleshooting
- Stakeholder Communication
- Documentation and Process Improvement
- Time Management and Prioritization
- Decision Making and Escalation Management

if you are interested to this opportunity, pls revert back with your updated CV to [email protected]

📌 System Engineer (Hyderabad)
🏢 Shi
📍 Hyderabad