Key Responsibilities:

- System Administration & Troubleshooting:
- Perform hands-on troubleshooting and provide support for Windows, Mac, and Linux operating systems.
- Identify and resolve hardware, software, and network issues in a timely manner.
- Maintain system security, performance, and stability by applying updates, patches, and performing diagnostics.

- Asset Management:

- Manage IT hardware and software inventory using asset management systems.
- Track and assign assets to employees, ensuring compliance with internal policies and procedures.
- Maintain records of system configurations, hardware warranties, and lifecycle management.

- Onboarding & Offboarding:

- Manage and execute the process of setting up new laptops and desktops, including installation of necessary software and network configurations.
- Conduct employee onboarding/offboarding by creating user accounts, providing IT equipment, configuring access permissions, and ensuring proper security measures are in place.

- Ticket Management & SLA Compliance:

- Respond to, prioritize, and resolve IT support tickets in accordance with defined SLAs (Service Level Agreements).
- Track and manage tickets from submission to resolution, ensuring timely and effective problem-solving.
- Regularly update ticket statuses, ensuring accurate documentation and communication with end users.
- Proactively escalate issues that cannot be resolved within SLA to appropriate resources.

- User Support:





- Provide excellent end-user support via phone, email, and remote tools.
- Educate users on best practices for system usage, security policies, and software tools.

- Collaboration & Reporting:

- Work with other IT team members to resolve complex issues and improve infrastructure performance.
- Regularly report on ticket volume, resolution times, asset status, incident resolutions, and system health.

- Experience:

- Minimum of 2 years experience in systems engineering, IT support, or a related role.
- Hands-on experience troubleshooting and supporting Windows, Mac, and Linux systems.
- Familiarity with ITIL framework and processes, particularly Incident, Change, and Asset Management.
- Experience with managing hardware and software inventories and IT asset tracking tools.
- Proficient in using IT service management tools (e.g., Manage Engine Service Desk Plus, JIRA, Freshservice) to track and manage tickets.

- Skills & Knowledge:

- Proficient in configuring, deploying, and maintaining Windows, Mac, and Linux environments.
- Solid troubleshooting and diagnostic skills across multiple platforms.
- Ability to manage and resolve support tickets within SLAs.
- Familiarity with remote support tools, ticketing systems, and asset management software.
- Knowledge of network configurations, VPN, and connectivity troubleshooting.
- Ability to manage and prioritize multiple tasks effectively in a fast-paced environment.

📌 Senior System Engineer (Gurugram)
🏢 Espire Infolabs
📍 Gurugram