Provides L1/L2 technical support for client IT infrastructure, including networks, servers, firewalls, wireless systems, surveillance, backups, disaster recovery, Microsoft 365, Azure, and virtualization. Responsibilities include installation, configuration, troubleshooting, monitoring, documentation, reporting, customer education, and escalation of critical issues. The role supports clients remotely and onsite, performs deployments and recovery exercises, and maintains customer relationships. Occasional travel to client locations is required.
Position Overview
The Technical Support Executive will be responsible for providing end-to-end technical assistance, installation, configuration, troubleshooting, and customer support for IT infrastructure solutions. This role requires hands-on experience across networking, server architecture, security systems, wireless solutions, surveillance, data backup & recovery, cloud services (Microsoft 365 & Azure), and virtualization technologies.
The ideal candidate should have strong problem-solving skills, excellent communication abilities, and a customer-first mindset.
Key Responsibilities
1. Technical Support & Troubleshooting
Provide L1/L2 technical support to clients for IT infrastructure and network-related issues.
Diagnose, troubleshoot, and resolve hardware, software, network, and system-related incidents.
Perform remote and onsite support as required.
Escalate critical issues to senior engineers or OEMs when necessary.
2. Network Infrastructure Management
Assist in configuration and troubleshooting of:
Routers, switches, firewalls, VLANs, VPN, DHCP, DNS, NAT, routing protocols
Wireless access points and controllers
Conduct network health checks, performance monitoring, and optimization.
3. Server & Systems Support
Provide support for Windows Server, Linux Server, Active Directory, Group Policy, DNS/DHCP.
Assist in server deployment, patching, updates, and resource monitoring.
Support Hyper-V / VMware virtualization environments.
4. Security & Surveillance Solutions
Basic troubleshooting of firewall security policies and endpoint security.
Provide support for CCTV / IP surveillance systems (NVR, DVR, VMS, camera configurations).
Assist in implementing security best practices and monitoring tools.
5. Data Backup, DC-DR & Business Continuity
Support installation and configuration of backup solutions (Veeam, Synology, NAS, cloud backup, etc.).
Monitor scheduled backups and ensure recovery readiness.
Assist in DC/DR drills, failover/failback operations.
6. Cloud Solutions (Microsoft 365 & Azure)
Provide support for:
Microsoft 365 administration (user management, email, SharePoint, OneDrive)
Azure services (VMs, backup, policies, access management)
Troubleshoot cloud service issues and assist clients with migrations.
7. Documentation & Reporting
Maintain accurate records of service requests, resolutions, and technical procedures.
Prepare daily/weekly reports related to support activities.
Update knowledge base and maintain configuration documentation.
8. Customer Engagement
Handle client queries professionally and provide timely updates.
Educate customers on system usage, best practices, and preventive maintenance.
Build strong customer relationships to enhance service satisfaction.
Requirements
Required Skills & Qualifications
Diploma / Graduate in IT, Computer Science, or related field.
1–3 years of experience in technical support or IT infrastructure roles (fresher with strong technical knowledge may also apply).
Working knowledge of:
Networking equipment (Cisco, Sophos, Sonicwall,Palo Alto, Juniper, Dell, Lenovo, HP/Aruba, Fortinet, etc.)
Windows Server, AD, virtualization (Hyper-V/VMware)
Firewall policies and endpoint security
Microsoft 365 & Azure administration
IP surveillance systems
Backup and disaster recovery tools
Strong troubleshooting and analytical skills.
Good communication skills (verbal and written).
Preferred Certifications (Optional but an Advantage)
CCNA / CCNP
MCSA / AZ-900 / MS-900
Veeam VMCE / VMware VCA
CompTIA Network+ / Security+
Fortinet NSE certifications
Any relevant OEM certifications (Aruba, Cisco, Dell, Microsoft)
Work Environment
Onsite + remote hybrid support depending on client requirements.
Occasional travel to client locations for deployment or troubleshooting.
Must be able to work in a fast-paced system integrator environment with diverse technologies.
Benefits
Opportunity to work on multi-vendor technologies across networking, servers, cloud, and cybersecurity.
Certification support and continuous technical training programs.
Attractive salary package with performance incentives.
Mobile and travel allowance for client visits.
Health insurance and PF (as per company policy).
Friendly work culture with strong learning and growth opportunities.
Access to OEM tools, labs, and partner training resources.
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