• Provide advanced technical support for IT infrastructure and end users.

• Troubleshoot and resolve complex issues related to servers, networks, Microsoft 365, endpoint devices, and enterprise IT services.

• Perform root cause analysis to identify the source of technical incidents and implement effective solutions.

• Support and administer Windows Server, Active Directory, DNS, DHCP, Group Policy, VMware, and Hyper-V.

• Configure and troubleshoot network infrastructure, including switches, routers, firewalls, VPNs, and wireless networks.

• Administer and support ManageEngine solutions (such as Endpoint Central, ServiceDesk Plus, Asset Explorer, ADManager Plus, or other ManageEngine products) including deployment, agent management, software distribution, patch management, inventory management, reporting, and troubleshooting.

• Monitor system, network, and endpoint health using ManageEngine and other monitoring tools, ensuring proactive issue detection and preventive maintenance.

• Escalate unresolved infrastructure issues to the appropriate L3 System Engineer or L3 Network Engineer, providing complete troubleshooting documentation and diagnostic findings.

• Maintain technical documentation, standard operating procedures, and contribute to infrastructure improvement projects.

Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field.

• Minimum 7 years of experience in IT infrastructure, systems administration, network support, and endpoint management.

• Strong knowledge of Windows Server, Active Directory, Microsoft 365, virtualization, enterprise networking, and ManageEngine administration.

• Hands-on experience with ManageEngine Endpoint Central and other ManageEngine products is highly preferred.

• Excellent troubleshooting, analytical, documentation, and communication skills.

• Relevant certifications such as Microsoft, Cisco, VMware, ITIL, or ManageEngine certifications are considered an advantage.