Infrastructure Support Engineers (Level 1 & 2)

Role Summary

The Infrastructure Support Engineers will be responsible for providing technical support, managing IT infrastructure, and ensuring the security, availability, and performance of enterprise systems. The role includes end-user support, troubleshooting, infrastructure monitoring, and administration of Microsoft 365, Microsoft Entra ID (Azure AD), Active Directory, Intune, Windows Servers, virtualization platforms, networking, and enterprise infrastructure systems.

Key Responsibilities:

1. IT Support & User Administration

• Provide Level 1 and Level 2 support for user issues related to systems, applications, hardware, and network connectivity.
• Manage Active Directory users, groups, access permissions, and identity management processes.
• Install, configure, maintain, and troubleshoot desktop, server, and enterprise applications.
• Resolve issues related to Windows OS, Microsoft Office, Outlook, Remote Desktop, VPN, and network connectivity.
• Perform system updates, patch management, routine maintenance, and root cause analysis for recurring incidents.

2. Microsoft 365 & Exchange Administration

• Administer Microsoft 365 services, including user accounts, licensing, and access management.
• Manage Exchange Online mailboxes, shared mailboxes, distribution groups, and mail flow configurations.
• Troubleshoot email delivery issues, conduct message tracing, and resolve escalated support requests.
• Implement and maintain retention, compliance, security, and governance policies across Microsoft 365 environments.

3. Entra ID, Intune & Endpoint Management

• Manage Microsoft Entra ID users, groups, authentication policies, and conditional access controls.
• Monitor and enforce device compliance through Microsoft Intune.
• Deploy applications, security configurations, and operating system updates across managed endpoints.
• Investigate and remediate non-compliant devices, endpoint security issues, and access-related incidents.

4. Infrastructure, Security & Monitoring

• Monitor and maintain server, network, and cloud infrastructure to ensure system availability and performance.
• Administer and support Windows Servers, virtualization platforms (VMware/Hyper-V), and backup solutions.
• Monitor security dashboards, alerts, vulnerabilities, and compliance metrics, and implement remediation actions.
• Manage email and endpoint security controls, including anti-spam, anti-phishing, and threat protection measures.
• Support incident response activities, perform root cause analysis, and drive continuous security improvements.

5. Network, Operations & Asset Management

• Support and troubleshoot network infrastructure, including DNS, DHCP, VLANs, VPNs, and firewall-related issues.
• Maintain IT asset inventories for hardware, software, licenses, and infrastructure components.
• Conduct system, server, backup, and infrastructure health checks and implement corrective actions.
• Manage incidents, service requests, and changes through ITSM tools such as ServiceNow or Jira.
• Participate in infrastructure projects, system upgrades, migrations, automation initiatives, and process improvement activities.
• Own escalated technical issues through to resolution while ensuring adherence to service levels and operational standards.

Skills & Competencies

• Strong knowledge of Active Directory, Windows Server Administration, and Microsoft 365.
• Hands-on experience with Microsoft Entra ID (Azure AD), Intune, and endpoint management.
• Proficiency in troubleshooting operating systems, networking, and enterprise applications.
• Experience with VMware/Hyper-V, backup and disaster recovery solutions, and network infrastructure management.
• Ability to perform root cause analysis, manage escalations, and support infrastructure projects.
• Knowledge of PowerShell scripting, automation, and ITIL-based ticketing systems.
• Excellent communication, problem-solving, and stakeholder management skills.
• Ability to work in shift-based environments and manage multiple priorities effectively.

Skills Needed: Excellent Communication, MS 365, Exchange Server, Active Directory, Azure, Intune, System Administration, Device Management, Security Remediation.

Shift Timings: 2:45 AM to 11:45 AM / 3:30 AM to 12:45 PM [rotational]