Title: IT Support L2 /L3

Key Responsibilities and Scope of Work
- Provide Level 2 and Level 3 technical support for Windows-based environments, including Windows workstations, Windows Servers, and Domain Controllers
- Administer and troubleshoot Active Directory infrastructure, including user/group management, Group Policy, DNS, and DHCP
- Manage daily operations through OsTicket, ensuring accurate ticket classification, prioritization, escalation, and SLA compliance
- Utilize Atera RMM for proactive monitoring, patch management, remote access, automation, and endpoint health reporting
- Configure, maintain, and troubleshoot firewalls and security appliances including Ubiquiti UniFi, Netgate (pfSense), and Cisco
- Deploy and manage L2/L3 network switches, including VLAN creation, routing, trunking, and traffic segmentation
- Design, implement, and support VPN solutions (IPSec, Wireguard, OpenVPN, site-to-site and remote access) with a focus on security and reliability
- Diagnose and resolve network performance and connectivity issues across LAN, WAN, and wireless environments




- Support and troubleshoot VoIP servers and telephony systems, including call quality issues, SIP configurations, and network QoS alignment
- Perform root cause analysis for recurring incidents and implement permanent corrective actions
- Maintain accurate technical documentation, network diagrams, and standard operating procedures
- Collaborate with vendors, ISPs, and internal teams to resolve complex infrastructure issues
- Participate in on-call rotation and planned maintenance windows as required

Required Skill Set
- Solid hands-on experience supporting Windows Workstations and Windows Server environments, including Domain Controllers, Active Directory, Group Policy, DNS, and DHCP
- Proven experience working with IT ticketing systems, specifically OsTicket, including incident tracking, escalation handling, SLA adherence, and documentation
- Practical experience with Remote Monitoring and

📌 IT Support/l3 (Baner)
🏢 Enquad Solution (India
📍 Baner