We are looking for a skilled Desktop Support Engineer / System Administrator to manage, support, and secure our IT infrastructure. The ideal candidate should have strong hands-on experience working primarily with macOS, Windows, and Linux systems, expertise in network troubleshooting, firewalls, VPNs, email systems, endpoint management, and helpdesk ticketing systems with SLA adherence.
This role requires a proactive individual who can independently resolve technical issues, provide reliable end-user support, and maintain IT security and operational best practices in a structured environment.
Key Responsibilities:
Helpdesk & SLA Management
- Handle IT incidents and service requests through the Helpdesk / Ticketing System
- Log, prioritize, track, and resolve tickets according to defined SLA timelines
- Ensure timely communication, status updates, and resolution documentation
- Escalate complex issues when required and coordinate with internal teams
- Identify recurring issues and recommend long-term preventive solutions
Desktop & End-User Support
- Provide support for macOS, Windows, and Linux systems
- Troubleshoot hardware, OS, application, and performance-related issues
- Configure and maintain laptops, desktops, printers, and peripherals
- Perform employee onboarding and offboarding (devices, access, tools)
- Support remote users and hybrid work environments
System Migration & Backup (Primary Responsibility)
- Perform macOS Time Machine migrations for new or replacement devices
- Handle Windows to macOS and macOS to Windows migrations
- Perform manual data migrations, including:
- Email migration and configuration
- User data transfer (documents, profiles, settings)
- Installation and setup of all required software and tools
- System configuration as per company standards
- Ensure data integrity and minimal downtime during migration activities
- Provide post-migration validation and user support
Disaster Recovery & Backup Management
- Implement and manage backup and disaster recovery processes for endpoints
- Perform data restoration during system failures, device loss, or corruption
- Maintain backup documentation and recovery procedures
Network & Infrastructure Support
- Troubleshoot LAN/WAN, Wi-Fi, and internal network issues
- Perform network cabling, crimping, patch panel setup, and testing
- Diagnose DNS, DHCP, IP conflicts, latency, and routing issues
- Support office network expansions and new infrastructure setups
Firewall & Security Management
- Configure and manage FortiGate Firewall
- Firewall rules
- VPN configurations
- Security policies
- Manage endpoint protection using Bitdefender
- Follow and enforce IT security policies and best practices
VPN & Remote Access
- Configure and troubleshoot VPN connections
- Hands-on experience with NordVPN, ExpressVPN, or similar VPN solutions
- Ensure secure remote access for employees and external users
Email & Collaboration Tools
- Manage and support email services:
- Google Workspace
- IMAP EMail Services
- Configure and troubleshoot:
- Outlook
- Microsoft Teams
- Email clients, calendars, and permissions
- Resolve email delivery, sync, and access issues
Access & Password Management
- Manage credentials using LastPass
- Enforce MFA, password policies, and access control
- Assist users with secure authentication and credential recovery
System & Endpoint Management
- Manage endpoints using Zoho Endpoint Central
- Deploy software, OS updates, patches, and security policies
- Monitor endpoint health, compliance, and performance
- Maintain asset inventory and system documentation
Documentation & IT Processes
- Maintain SOPs, IT documentation, and asset records
- Document incidents, changes, and resolutions
- Coordinate with vendors and service providers when needed
Required Skills & Qualifications
- Strong hands-on experience with macOS, Windows, and Linux
- Experience managing FortiGate Firewall
- Endpoint management using Zoho Endpoint Central
- Endpoint security using Bitdefender
- Solid understanding of networking (TCP/IP, DNS, DHCP, VPN)
- Practical experience in network cabling and crimping
- Email platforms: Google Workspace & Infomaniak
- VPN tools: NordVPN, ExpressVPN
- Password manager: LastPass
- Experience working with Helpdesk / Ticketing Systems
- Strong understanding of SLA-based support models
Preferred Skills (Good to Have)
- Experience with ITSM tools (Zoho Desk, Freshdesk, Jira Service Desk, ServiceNow)
- Knowledge of ITIL processes (Incident, Problem, Change Management)
- IT certifications (CompTIA, CCNA, Fortinet, Microsoft – optional)
- Experience in a fast-growing or multi-office IT environment
Pay: ₹350,000.00 - ₹500,000.00 per year
Application Question(s):
- Do you have hands-on experience supporting macOS, Windows, and Linux systems? Please mention your years of experience with each.
- Have you worked on network cabling, crimping, patch panel setup, or LAN infrastructure?
- Have you configured or managed a FortiGate Firewall? What tasks have you handled?
Experience:
- Desktop support: 3 years (Required)
Location:
- Ahmedabad, Gujarat (Required)
Work Location: In person
