End-User & Systems Engineer

About the Role:-

We are looking for a hands-on End-User & Systems Engineer to own day-to-day IT operations at New Delhi and provide remote support to users across our other locations in India. You will be the first and last line of support for everything a user touches laptops, applications, email, connectivity while also administering the local network, Windows servers and our Microsoft 365 tenant.

This is a broad, high-ownership role suited to someone who enjoys both fixing problems quickly and building the standards that stop them recurring. You will work directly with a diverse user base across cities and states, so clear communication matters as much as technical depth.

Key Responsibilities:-

End-User Support & Service Desk

• Provide end-to-end support on all end-user devices, operating systems, productivity software and peripherals desktops, laptops, printers, mobile devices.
• Own incidents and service requests through the service desk: log, triage, resolve within agreed SLAs, and escalate where needed.
• Commission and provision devices for new joiners hardware, OS image, software, network access and device enrolment and complete the defined exit process for leavers (hardware recovery, data, mailbox handling).
• Support both on-site and remote users with equal responsiveness, coordinating across time zones and locations.
• Build and maintain a self-service knowledge base and how-to guides to reduce repeat tickets.

Network & Security Infrastructure

• Deploy, configure and run network and security devices including Layer 2/3 switches, firewalls/UTMs, wireless access points.
• Administer TCP/IP networking, VLANs, access lists, NAT, routing, content filtering and site-to-site / remote-access VPNs.
• Monitor Internet links and manage redundant connectivity, failover and ISP escalations to keep sites online.
• Operate endpoint and network security controls EDR/XDR, anti-malware, patching, vulnerability remediation and MFA enforcement.
• Implement, run and support CCTV surveillance and physical access systems at the facility.

Servers, Cloud & Collaboration

• Administer and troubleshoot Windows Server (2016/2019/2022), Active Directory, DNS, DHCP, Group Policy and file/print services.
• Manage the Microsoft 365 tenant Exchange Online, Teams, SharePoint and OneDrive — including licensing, security and compliance settings.
• Administer identity and device management through Microsoft Entra ID and Intune, including conditional access, compliance policies and application deployment.
• Run and secure email services: anti-spam and anti-phishing controls, DMARC/DKIM/SPF, mail flow rules and mailbox data protection.
• Support and administer workloads on Azure or AWS as our cloud footprint grows.

Data Protection & Continuity

• Own backup and recovery for endpoints, servers and cloud data; test restores on a defined schedule rather than assuming backups work.
• Maintain data security and privacy controls across storage, transit and endpoints, in line with company policy and applicable data protection law.
• Contribute to business continuity and disaster recovery planning for IT services at your site.

Governance, Documentation & Vendor Management

• Maintain an accurate asset inventory of all hardware, software licences and subscriptions, including renewal tracking.
• Keep documentation current through joiner, mover and leaver events, and file all hard and soft records in the specified locations.
• Engage vendors and service providers for procurement, quotations, support escalations and periodic performance review.
• Report on IT service performance, recurring issues and infrastructure risks to the IT lead.

Required Qualifications & Experience

• 4–6 years of hands-on experience in IT end-user support, local network administration and Windows server administration.
• B.E. / B.Tech / Diploma in Computer Science or IT, or a graduate degree supported by relevant IT certifications.
• Demonstrated experience administering Microsoft 365 and at least one MDM platform (Intune preferred).
• Working knowledge of network and security fundamentals, with practical exposure to switches and firewalls in a production environment.
• Experience supporting users across multiple physical locations, including remote troubleshooting.

Technical Skills Required:-

End-User Computing

Windows 10/11, MS Office, Outlook, Adobe, browser and printer support, hardware diagnostics

macOS support, PowerShell scripting, Autopilot / zero-touch provisioning

Networking

TCP/IP, VLANs, Layer 2/3 switching, access lists, NAT, VPN, Wi-Fi, content filtering

SD-WAN or SASE, network monitoring tools, Cisco/Fortinet certification

Security

Firewalls/UTM, EDR/XDR, anti-malware, patch management, MFA

Zero Trust principles, SIEM exposure, vulnerability management tooling, ISO 27001 awareness

Servers & Directory

Windows Server 2016/2019/2022, Active Directory, DNS, DHCP, Group Policy

Virtualisation (VMware / Hyper-V), Linux basics

Cloud & Collaboration

Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Entra ID, Intune

Azure or AWS administration, Power Platform, Microsoft Defender suite

Data & Continuity

Backup and restore operations, endpoint data protection

DR planning, immutable / offsite backup design

Process

Service desk / ticketing tools, asset inventory, documentation discipline

ITIL foundation, IT asset management practices

Certifications:-

• Preferred: Microsoft 365 Certified: Modern Desktop Administrator or Endpoint Administrator Associate; Microsoft Certified: Azure Administrator Associate.
• Networking and security: CCNA, Fortinet NSE, CompTIA Network+ or Security+.
• Industry training in Microsoft technologies, SharePoint, and network/security products is valued.
• Certifications in Azure or AWS will add significant weightage to the profile.

Soft Skills & Competencies:-

• Excellent interpersonal and communication skills, with the ability to work with users at every level of the organisation.
• Comfortable supporting a diverse user base across different cities and states, adapting tone and language to the audience.
• Strong ownership and follow-through — closes loops rather than handing problems onward.
• Structured problem solver who documents root cause, not just the fix.
• Calm and prioritises well during outages and competing demands.
• Service mindset with a bias toward automation and prevention over repeat manual effort.