Job Description

Onni Group is seeking a skilled IT Systems Administrator (Tier 2) to deliver high-quality technical support for our internal users and managed services clients. This is a hands-on role responsible for owning Tier 2 incidents and requests end-to-end — from handling escalations out of Tier 1 through to full resolution — while working closely with Tier 3, Centralized Services, and Monitoring teams to keep systems running smoothly.

n

n

The ideal candidate combines strong troubleshooting ability across endpoints, Microsoft 365, identity management, networking, and a wide range of IT and building systems with excellent customer service and communication skills. You will be a key point of contact for technical issues, balancing fast, reliable resolution with clear documentation and a robust customer experience.

n

n

Key Responsibilities

n

Incident & Ticket Management

n

n
- Resolve Tier 2 incidents and requests end-to-end, including ownership, communication, and documentation.
n
- Maintain strong ticket hygiene in the PSA: accurate notes, time entries, troubleshooting steps, and closure summaries.
n
- Contribute to KB/SOP documentation and help reduce repeat issues.
n

n

Endpoint & Application Support

n

n
- Troubleshoot Windows 10/11 and macOS endpoints, laptops, peripherals, printers, common business applications, and remote access tools.
n
- Support mobile devices (phones and tablets): setup, provisioning, configuration, data transfers, and decommissioning.
n

n

Microsoft 365 & Identity Support

n

n
- Provide Microsoft 365 support: Exchange Online basics (mail flow checks, shared mailboxes, permissions), Teams troubleshooting, SharePoint/OneDrive sync and access issues, and licensing/user administration.
n
- Support identity management: Active Directory and Entra ID fundamentals (account lockouts, group membership, access issues, MFA resets, sign-in troubleshooting, conditional access awareness).
n
- Manage user account creation, updates, onboarding/offboarding, and decommissioning.
n

n





Network & Server Support

n

n
- Troubleshoot networks: DNS/DHCP, VPN, firewalls, switches, Wi-Fi connectivity, VoIP phone systems, and basic routing/switching concepts; escalate complex issues appropriately.
n
- Perform basic-to-intermediate server troubleshooting: Windows Server services and event logs, file/print access, patching impacts, and basic virtualization awareness.
n

n

Facilities & Specialized Systems

n

n
- Support boardroom and meeting room equipment: video conferencing hardware/software, TVs, projectors, and audio systems.
n
- Support/troubleshoot IP-based and non-traditional IT systems (e.g., IP cameras/CCTV/NVR, building access control, building automation and audio systems, timecard systems, EV systems, digital signage, PoE basics) and coordinate vendor/Tier 3 escalations when needed.
n

n

Monitoring & Vendor Coordination

n

n
- Monitor and manage system alerts, including outage/offline events across servers, network, software, hardware, and cybersecurity.
n
- Act as the vendor coordination and liaison point for vendor-specific issues or requests.
n

n

Customer Service & On-Call Support

n

n
- Provide friendly, clear, concise, and professional customer service via phone, email, chat, or video call, and follow up to ensure full resolution.
n
- Participate in after-hours or on-call support rotations as assigned, in accordance with company policies and applicable employment standards.
n

n

n

Required Qualifications

n

n
- Diploma or Bachelor's degree in Information Technology, Computer Science, or a related field (e.g., Systems Administration, Networking) from an accredited institution.
n




- 4–9 years in IT support (MSP experience preferred) with proven Tier 2 troubleshooting capability.
n
- Strong knowledge of Windows 10/11, Microsoft 365, AD/Entra ID identity concepts, and network fundamentals (DNS/DHCP/VPN/Wi-Fi).
n
- Strong problem-solving skills with an analytical and detail-oriented mindset.
n
- Strong communication and customer service skills; able to set expectations and follow through.
n
- Strong task, time-management, and organizational skills, with the ability to multitask and adapt in a fast-paced, high-pressure setting.
n
- Strong interpersonal skills; comfortable working with diverse clients, users, and handling challenging situations professionally.
n
- Ability to prioritize and manage multiple tickets in an SLA-driven environment.
n
- A self-starter able to work well with minimal supervision and in a team workplace.
n
- Successful completion of a criminal background check.
n

n

n

Nice to Have

n

n
- Experience with Halo PSA (or similar PSA/RMM tools), endpoint security/EDR, and backup platforms.
n
- Certifications (optional): CompTIA A+/Network+, Microsoft, or relevant vendor certifications.
n

n

n

Success in First 90 Days

n

n
- Consistently resolves Tier 2 tickets with strong documentation and stakeholder communication.
n
- Demonstrates sound escalation judgment and prioritization.
n
- Contributes KB/SOP improvements and reduces repeat incidents.
n

n

n

About The Company

n

For over half a century, Onni Group has been building communities for people to live, work, and play. Our success reflects our commitment to our employees, partners, and customers — and our dedication to quality, innovation, sustainability, and customer satisfaction.

n

n

How To Apply:

n

Please apply through the link on the job posting and attach your resume and any other required documents.

n

n

We thank all applicants for your interest in the Onni Group. Note that only those applicants under consideration will be contacted

📌 Information Technology System Administrator (Hyderabad)
🏢 Onni Group of Companies
📍 Hyderabad