IT Support Administrator (L1/L2)

About the role

The IT Support Administrator (L1/L2) combines frontline Service Desk duties with intermediate system administration tasks. You will be the first point of contact for users, resolve incidents, manage access and endpoint configurations, and support core infrastructure services.

Key responsibilities

• Respond to user queries via phone, email, chat and ITSM tools (Jira Service Management or FreshService).
• Log, categorize and track incidents and requests, ensuring SLA compliance.
• Perform initial troubleshooting such as password resets, account unlocks and basic connectivity issues.
• Handle access management and provide standard application and hardware support.
• Configure and patch endpoints using Intune/Endpoint Manager, Autopilot, Windows 10/11 and M365 apps.
• Administer Azure AD/Entra ID, on‑prem AD, DNS, DHCP, file servers and group policies.
• Operate backup solutions, test restores and enforce retention policies.
• Implement endpoint protection (AV/EDR) and maintain secure baselines (CIS Benchmarks).
• Support MFA and Zero‑Trust remote access for privileged accounts and maintain audit logs.
• Conduct root‑cause analysis, lead post‑incident reviews and collaborate with L3 teams.
• Follow ITIL processes for incident, request, problem, change and asset management.
• Maintain documentation, runbooks and knowledge‑base articles.

Required profile

• 3–6 years of experience in IT support and system administration.
• Strong verbal and written English communication skills to support U.S.‑based end users.
• Ability to work in a 24 × 7 global support environment.

Required skills

• ITSM tools: Jira Service Management, FreshService (ServiceNow a plus).
• Operating systems: Windows 10/11, Windows Server.
• Microsoft 365 administration, MS Teams, Remote Assist tools.
• Identity and endpoint management: Azure AD/Entra ID, Active Directory, Intune, Autopilot, SCCM (nice‑to‑have).
• Networking basics: TCP/IP, DNS, DHCP; file/print services.
• Backup/restore operations and endpoint protection (AV/EDR).
• Security: MFA, Zero‑Trust, CIS Benchmarks, audit logging.