Key ResponsibilitiesHelpdesk & SLA Management

- Handle IT incidents and service requests through the Helpdesk / Ticketing System
- Log, prioritize, track, and resolve tickets according to defined SLA timelines
- Ensure timely communication, status updates, and resolution documentation
- Escalate complex issues when required and coordinate with internal teams
- Identify recurring issues and recommend long-term preventive solutions

Desktop & End-User Support

- Provide support for macOS, Windows, and Linux systems
- Troubleshoot hardware, OS, application, and performance-related issues
- Configure and maintain laptops, desktops, printers, and peripherals
- Perform employee onboarding and offboarding (devices, access, tools)
- Support remote users and hybrid work environments

System Migration & Backup (Primary Responsibility)

- Perform macOS Time Machine migrations for current or replacement devices
- Handle Windows to macOS and macOS to Windows migrations
- Perform manual data migrations, including:
- Email migration and configuration
- User data transfer (documents, profiles, settings)
- Installation and setup of all required software and tools
- System configuration as per company standards
- Ensure data integrity and minimal downtime during migration activities
- Provide post-migration validation and user support

Disaster Recovery & Backup Management

- Implement and manage backup and disaster recovery processes for endpoints
- Perform data restoration during system failures, device loss, or corruption
- Maintain backup documentation and recovery procedures

Network & Infrastructure Support

- Troubleshoot LAN/WAN, Wi-Fi, and internal network issues
- Perform network cabling, crimping, patch panel setup, and testing
- Diagnose DNS, DHCP, IP conflicts, latency, and routing issues
- Support office network expansions and new infrastructure setups

Firewall & Security Management

- Configure and manage FortiGate Firewall
- Firewall rules
- VPN configurations
- Security policies




- Manage endpoint protection using Bitdefender
- Follow and enforce IT security policies and best practices

VPN & Remote Access

- Configure and troubleshoot VPN connections
- Hands-on experience with NordVPN, ExpressVPN, or similar VPN solutions
- Ensure secure remote access for employees and external users

Email & Collaboration ToolsManage and support email services:

Google Workspace

- IMAP EMail Services
- Configure and troubleshoot:
- Outlook
- Microsoft Teams
- Email clients, calendars, and permissions
- Resolve email delivery, sync, and access issues

Access & Password Management

- Manage credentials using LastPass
- Enforce MFA, password policies, and access control
- Assist users with secure authentication and credential recovery

System & Endpoint Management

- Manage endpoints using Zoho Endpoint Central
- Deploy software, OS updates, patches, and security policies
- Monitor endpoint health, compliance, and performance
- Maintain asset inventory and system documentation

Documentation & IT Processes

- Maintain SOPs, IT documentation, and asset records
- Document incidents, changes, and resolutions
- Coordinate with vendors and service providers when needed

Required Skills & Qualifications

- Strong hands-on experience with macOS, Windows, and Linux
- Experience managing FortiGate Firewall
- Endpoint management using Zoho Endpoint Central
- Endpoint security using Bitdefender
- Solid understanding of networking (TCP/IP, DNS, DHCP, VPN)
- Practical experience in network cabling and crimping
- Email platforms: Google Workspace & Infomaniak
- VPN tools: NordVPN, ExpressVPN
- Password manager: LastPass
- Experience working with Helpdesk / Ticketing Systems
- Strong understanding of SLA-based support models

Preferred Skills (Good to Have)

- Experience with ITSM tools (Zoho Desk, Freshdesk, Jira Service Desk, ServiceNow)
- Knowledge of ITIL processes (Incident, Problem, Change Management)
- IT certifications (CompTIA, CCNA, Fortinet, Microsoft – optional)
- Experience in a fast-growing or multi-office IT environment

📌 Desktop Support Engineer (Ahmedabad)
🏢 E2M
📍 Ahmedabad