Role & responsibilities

- Provide Level 1 and Level 2 technical support for Windows, Linux, macOS, and enterprise applications.
- Diagnose and resolve hardware, software, operating system, network, and user access issues.
- Manage user accounts, permissions, password resets, and security groups through Active Directory.
- Install, configure, and maintain desktops, laptops, printers, peripherals, and software applications.
- Troubleshoot networking issues related to TCP/IP, DNS, DHCP, VLAN, VPN, NAT, and ACL.
- Support Microsoft 365 (Office 365), Microsoft Azure, and AWS cloud services.
- Monitor and maintain Windows servers, Linux systems, and enterprise network infrastructure.
- Perform routine system administration activities, including system updates, patch management, and health checks.
- Monitor and support Cisco, Fortinet, and Meraki network devices.
- Record, track, and resolve incidents using the organization's IT Service Management (ITSM) tools while meeting defined SLAs.




- Escalate complex technical issues to appropriate teams and coordinate resolution.
- Create and maintain technical documentation, knowledge base articles, and standard operating procedures.
- Collaborate with global IT teams to support infrastructure improvements and technology initiatives.
- Ensure compliance with organizational IT security policies and industry best practices.
- Participate in shift rotations and on-call support as required.

Preferred candidate profile

- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 12 years of experience in an Enterprise IT Support or Helpdesk setting.
- Freshers with strong academic knowledge and hands-on exposure to IT infrastructure, networking, or cloud technologies are welcome to apply.
- Experience with enterprise ticketing systems and ITIL-based support processes is an advantage.

📌 IT Helpdesk Administrator (Hyderabad)
🏢 SIDE
📍 Hyderabad