Bangalore, Karnataka, India
Information Technology
Full-Time
Scrrum Labs
Overview
Job Summary
We are looking for a dedicated and knowledgeable IT Support Administrator to manage and support our internal technology infrastructure, ensuring seamless operations across networks, devices, applications, and user environments. The ideal candidate will serve as the first point of contact for technical support, manage IT systems, and contribute to the maintenance, monitoring, and improvement of IT operations.
Key Responsibilities
End-User Support:
We are looking for a dedicated and knowledgeable IT Support Administrator to manage and support our internal technology infrastructure, ensuring seamless operations across networks, devices, applications, and user environments. The ideal candidate will serve as the first point of contact for technical support, manage IT systems, and contribute to the maintenance, monitoring, and improvement of IT operations.
Key Responsibilities
End-User Support:
- Provide Tier 1 & Tier 2 technical support to users for hardware, software, networking, and systems issues.
- Respond to service requests and incidents through a ticketing system (e.g., JIRA, ServiceNow, Zendesk).
- Troubleshoot issues related to Windows/Mac OS, printers, mobile devices, and office equipment.
- Set up and configure laptops, desktops, VoIP phones, and other peripherals.
- Assist in onboarding/offboarding users including account setup, hardware provisioning, and access permissions.
- Monitor and maintain local area networks (LAN), wide area networks (WAN), Wi-Fi, and VPN connectivity.
- Administer Active Directory, Group Policies, DNS, DHCP, and other Windows Server services.
- Manage Office 365 / Microsoft 365, Google Workspace, or other productivity platforms.
- Perform regular patch management, software updates, and antivirus deployments.
- Maintain and update IT asset inventory for hardware and software licenses.
- Coordinate with vendors for equipment procurement, warranty claims, and service requests.
- Ensure data security best practices, including user permission audits, endpoint protection, and secure backups.
- Enforce IT policies for passwords, access control, device usage, and acceptable use.
- Participate in audits and compliance checks (ISO, SOC, HIPAA, etc., if applicable).
- Create and maintain user guides, knowledge base articles, and standard operating procedures (SOPs).
- Identify and propose improvements to support processes and IT infrastructure.
- Bachelors degree in Information Technology, Computer Science, or related field (or equivalent work experience).
- 5+ years of experience in IT support or system administration.
- Proficiency with Windows and Mac operating systems, Microsoft 365, and standard desktop applications.
- Experience with Active Directory, DNS, DHCP, Group Policies, and remote support tools.
- Knowledge of networking fundamentals (TCP/IP, DHCP, VPN, firewalls).
- Strong troubleshooting skills and ability to diagnose both hardware and software issues.
- Certifications such as CompTIA A+, Network+, Microsoft Certified (MCP, MCSA), ITIL, or Cisco CCNA.
- Experience with ticketing systems (JIRA, ServiceNow) and remote management tools (TeamViewer, AnyDesk).
- Exposure to cloud-based environments (Azure AD, AWS, Google Workspace).
- Familiarity with mobile device management (MDM) tools such as Intune or JAMF.
- Understanding of cybersecurity principles and endpoint protection solutions.
- Strong communication and interpersonal skills.
- Excellent time management and ability to handle multiple priorities.
- Customer-focused attitude with a sense of urgency.
- Team player with a proactive and analytical mindset.
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