IT Support Engineer II / Senior IT Support Engineer
Location – Hyderabad (Work from Office)
Experience - 6+ Years
Job Role & Responsibilities
- Microsoft Stack (Intune, Entra ID, M365, SharePoint and Exchange)
- Administer Intune for MDM/MAM policy enforcement, device configuration profiles, compliance baselines, and Autopilot provisioning across macOS and Windows endpoints; Intune and Entra ID are non-negotiable.
- Manage Entra ID for identity lifecycle, Conditional Access policies, group-based licensing, MFA enforcement, and SSO integration with third-party SaaS applications.
- Support M365 and SharePoint Online administration including Exchange Online mailbox management, SharePoint site permissions, and OneDrive data policy configuration.
- OS: Mac & Windows
- Manage macOS endpoints enrolled via Apple Business Manager (ABM) and ADE, deploying configuration profiles, enforcing FileVault encryption, and handling OS update management through Intune.
- Administer Windows endpoints via Intune, covering BitLocker enforcement, Windows Update for Business ring management, AppLocker policies, and Autopilot zero-touch provisioning.
- Handle end-user support for both platforms including OS-level troubleshooting, application packaging, and hardware fault escalation to OEM/vendor support.
- Security Tools (CrowdStrike, Forcepoint, Qualys)
- Deploy and maintain CrowdStrike Falcon sensors across managed endpoints, triage EDR alerts, and coordinate containment or remediation actions in response to detection events.
- Manage Forcepoint DLP policies for data classification, endpoint egress control, and shadow IT monitoring — including policy rule creation, incident review, and user exception handling.
- Action Qualys vulnerability scan findings through CVSS-based prioritization, patch deployment coordination, and closure tracking within defined SLA windows.
- Networking — LAN, WAN & Wi-Fi
- Manage LAN infrastructure including switch configuration, VLAN segmentation, STP topology, port security, and DHCP/DNS operations across office floors.
- Administer WAN connectivity including ISP link monitoring, circuit health checks, static/BGP route management, and escalation to ISP for SLA breaches.
- Manage enterprise WLAN using Ruckus access points, SSID configuration, VLAN tagging, RF channel optimisation, and guest network isolation via captive portal.
- Firewall (Preferably Sophos)
- Manage Sophos XGS firewall rule sets, NAT policies, and application-layer filtering, including zone-based policy configuration and traffic segmentation across corporate, DMZ, and guest networks.
- Monitor firewall logs and IPS/IDS alerts, respond to anomalous traffic patterns, and tune policy rules to reduce false positives while maintaining a strong perimeter security posture.
- Administer Sophos Central for centralized policy management, firmware upgrades, HA failover configuration, and SSL/TLS inspection exclusions for business-critical applications.
- Documentation
- Author and maintain SOPs and runbooks for onboarding/offboarding workflows, network change management, and security incident response playbooks.
- Maintain a version-controlled knowledge base covering troubleshooting guides, configuration standards, and vendor escalation procedures.
- Ensure documentation is regularly reviewed, peer-validated, and updated post-incident or post-change to reduce single points of failure and support cross-team training.
Specific Expertise Required
- Experience with Microsoft Stack, including Intune, Entra ID, M365, SharePoint, and Exchange.
- Proficiency in managing macOS and Windows operating systems.
- Knowledge of security tools such as CrowdStrike, Forcepoint, and Qualys.
- Experience in networking, including LAN, WAN, and Wi-Fi management.
- Familiarity with firewall management, preferably Sophos.
Technical / Functional Skills
- Strong troubleshooting and problem-solving skills.
- Ability to manage multiple tasks and projects simultaneously.
- Excellent communication and documentation skills.
- Understanding of ITIL processes and best practices.
