Title: IT Support L2/L3
Key Responsibilities and Scope of Work
- Provide Level 2 and Level 3 technical support for Windows-based environments, including Windows workstations, Windows Servers, and Domain Controllers
- Administer and troubleshoot Active Directory infrastructure, including user/group management, Group Policy, DNS, and DHCP
- Support, maintain, and secure email servers and web servers, including service availability, performance tuning, and incident remediation
- Manage daily operations through OsTicket, ensuring accurate ticket classification, prioritization, escalation, and SLA compliance
- Utilize Atera RMM for proactive monitoring, patch management, remote access, automation, and endpoint health reporting
- Configure, maintain, and troubleshoot firewalls and security appliances including Ubiquiti UniFi, Netgate (pfSense), and Cisco
- Deploy and manage L2/L3 network switches, including VLAN creation, routing, trunking, and traffic segmentation
- Design, implement, and support VPN solutions (IPSec, Wireguard, OpenVPN, site-to-site and remote access) with a focus on security and reliability
- Diagnose and resolve network performance and connectivity issues across LAN, WAN, and wireless environments
- Support and troubleshoot VoIP servers and telephony systems, including call quality issues, SIP configurations, and network QoS alignment
- Perform root cause analysis for recurring incidents and implement permanent corrective actions
- Maintain accurate technical documentation, network diagrams, and standard operating procedures
- Collaborate with vendors, ISPs, and internal teams to resolve complex infrastructure issues
- Participate in on-call rotation and planned maintenance windows as required
Required Skill Set
- Strong hands-on experience supporting Windows Workstations and Windows Server environments, including Domain Controllers, Active Directory, Group Policy, DNS, and DHCP
- In-depth knowledge of email and web server platforms, including deployment, configuration, security, troubleshooting, and performance optimization
- Proven experience working with IT ticketing systems, specifically OsTicket, including incident tracking, escalation handling, SLA adherence, and documentation
- Practical experience with Remote Monitoring and Management (RMM) solutions, such as Atera, for proactive monitoring, patch management, remote support, and automation
- Solid expertise in configuring, managing, and troubleshooting firewall and network security appliances, including Ubiquiti UniFi, Netgate (pfSense), and Cisco platforms
- Hands-on experience with Layer 2 and Layer 3 switches, including configuration, VLAN segmentation, trunking, routing, and traffic optimization
- Strong foundational and applied knowledge of networking concepts, including TCP/IP, VPN technologies (site-to-site and remote access), VLANs, and network segmentation
- Working knowledge of VoIP systems and servers, including call flow troubleshooting, SIP fundamentals, QoS considerations, and network readiness for voice traffic
Preferred Qualifications
- Diploma or bachelor’s degree in information technology, Computer Science, or a related technical field (or equivalent hands-on experience)
- 2-3 years of experience for L2 roles; 4 - 6 years for L3 roles in IT support, systems administration, or MSP environments
- Demonstrated experience supporting multi-client or multi-site infrastructures
- Industry certifications (preferred but not mandatory):
- Microsoft (Windows Server, Active Directory, Microsoft 365)
- CompTIA Network+ or Security+
- Cisco CCNA
- Ubiquiti or pfSense certifications
- Experience working in MSP, SaaS, or regulated environments (finance, healthcare, legal) is an asset
- Exposure to automation, scripting, or process optimization is a strong plus
Soft Skills
- Strong problem-solving and analytical skills with a structured troubleshooting approach
- Clear, professional written and verbal communication in English, including client-facing interactions
- Ability to manage multiple priorities in fast-paced environments
- Ownership mindset with accountability for issue resolution and service quality
- Team-oriented, with the ability to mentor junior engineers and collaborate across teams
- High attention to detail with a focus on security, stability, and documentation
Shift Timing: Rotational (Morning and Nights)
Job Types: Full-time, Permanent
Pay: ₹30,000.00 - ₹50,000.00 per month
Benefits:
- Paid sick time
- Provident Fund
Ability to commute/relocate:
- Baner, Pune, Maharashtra: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- Are you comfortable with Rotational Shift Schedule ?
Location:
- Baner, Pune, Maharashtra (Required)
Work Location: In person
