IT Support Engineer

Zensoft Services is seeking a motivated Level 1 (L1) IT Support Engineer to join our team in Pune. This user-facing role is crucial for providing essential daily technical support, managing user lifecycles, and maintaining IT infrastructure. You will be the first point of contact for user issues, ensuring smooth IT operations and a positive user experience.

Roles and Responsibilities:

User Support

• Provide L1 troubleshooting for laptops, operating system issues, printers, Wi-Fi, VPN, Outlook, and basic network problems.
• Assist users with Active Directory login issues, password resets, and account lockouts.

User Lifecycle Management

• Manage user onboarding: create user accounts, set up access permissions, and prepare laptops.
• Handle user offboarding: remove access, collect IT assets, and update relevant documentation.

IT Inventory Management

• Maintain accurate records of IT assets, including laptops, accessories, and software licenses.
• Track the issuance, return, repair, and replacement of IT equipment.
• Coordinate with vendors for laptop repairs and procurement processes.

Network & System Troubleshooting

• Demonstrate a CCNA-level understanding of IP addressing, subnetting, gateways, VLANs, and diagnostic tools like ping and tracert.
• Troubleshoot DNS, network connectivity, and basic VPN issues.

General IT Operations

• Support patching, software updates, and installations.
• Assist with meeting room devices, projectors, and conferencing tools.
• Maintain daily logs, checklists, and IT documentation.

Technical Expectations:

• Proficient understanding of Windows Operating System, Active Directory, DNS, and DHCP.
• Solid foundation in basic networking concepts (LAN/WAN, IP addressing, routing fundamentals).
• Ability to independently troubleshoot common endpoint issues.
• Familiarity with IT asset management processes.
• Basic awareness of ISO 27001 compliance, particularly regarding access control and asset tracking.

Required Skills:

• 1-2 years of experience in desktop support or a service desk environment.
• Excellent communication and interpersonal skills for effective user interaction.
• Strong problem-solving abilities with a structured approach to troubleshooting.

Nice to Have Certifications:

• CCNA certification is preferred.

Tools & Subscriptions (Experience Preferred):

• Windows Active Directory / Azure AD
• Outlook / Office 365
• VPN clients (e.g., Global Protect, FortiClient, Zscaler)
• ManageEngine ServiceDesk Plus
• ManageEngine Endpoint Central
• CrowdStrike agent (for status checks and alert reporting)
• Zscaler client connector

This role is based in Pune and offers an excellent opportunity to grow your IT support career within a supportive company environment.