IT Infrastructure Support Engineer

Client is seeking an IT Infrastructure Support Engineer to provide day-to-day support and ongoing maintenance for our IT environment. This role covers networking and firewall support, Active Directory administration, desktop/end-user support, and on-prem NAS management. The candidate should also have practical awareness of virtualization (how VMs work) to help triage issues and support troubleshooting and escalation. Exposure to US healthcare client environments such as EPIC, 3M, or similar systems is a strong advantage.

Key Responsibilities:

1.Networking and Firewall Support:

- Monitor and troubleshoot LAN/WAN, internet connectivity, switching, VLANs, Wi-Fi, and routing-related issues.
- Support firewall operations: rule changes/requests, NAT, basic security policies, and logging checks (as per internal standards).
- Troubleshoot remote access connectivity including VPN, VDI, or Citrix access paths (where applicable).
- Maintain network documentation: IP plan, topology diagram, ISP details, firewall rule register, and change history.

2.Active Directory Support and Maintenance:

- Administer AD DS: user/group management, OUs, password policies, and access provisioning.
- Support Group Policy (GPO):troubleshooting policy application, login scripts, and endpoint configuration issues.
- Support core Windows services such as DNS and DHCP; resolve authentication and name- resolution issues.
- Handle onboarding/offboarding: account creation, disabling accounts, access removal, and periodic access reviews.
- Follow least-privilege practices and maintain basic audit readiness for access controls.

3.Virtualization / VM Awareness(Troubleshooting-Focused)

- Understand virtualization fundamentals: VM vs host, vCPU/RAM, storage, snapshots, and virtual networking basics.
- Use structured triage to identify whether issues are endpoint/network/AD-related vs VM/host-related.
- Support troubleshooting and escalation by collecting symptoms, logs, and evidence and coordinating with the infra/vendor team.
- Document VM-related triage steps and common failure patterns for faster resolution.

Note:

This role is not expected to be a primary VMware/Hyper-V administrator; it is VM awareness plus troubleshooting and escalation readiness.

4.US Healthcare Client Systems (EPIC / 3M / Similar)- Awareness and Access Support

- Support secure access setup to client systems(EPIC, 3M, etc.)via VPN/VDI/Citrix/secure portals as per client guidelines.
- Troubleshoot end-user access issues while following security and compliance requirements.
- Coordinate with client IT teams for incident resolution, access requests, and connectivity validations.

5.Desktop and End-User Support (L1/L2)

- Provide support for Windows desktops/laptops: OS issues, performance troubleshooting, drivers, printers, and peripherals.
- Support productivity apps (browser, email, Teams) and handle common user issues with clear ticket updates.
- Perform device setup for new joins: imaging/setup, baseline configuration checks, and endpoint protection verification.
- Maintain asset records and basic IT documentation (SOPs/KB articles) for recurring issues.

6.On-Prem NAS Support

- Manage NAS shares, permissions, and access controls; maintain folder security aligned to role-based access.
- Monitor capacity, health status, and backup jobs; support restore requests as per backup policy.
- Coordinate storage expansion/upgrade planning and maintain NAS documentation.

Required Skills and Qualifications:

- 2 to 3 years of experience in IT support/infrastructure covering networking, Windows/AD, and desktop support.
- Hands-on troubleshooting experience with firewalls/VPNs (any major vendor).
- Strong Active Directory and GPO troubleshooting capability.
- Working knowledge of NAS concepts: shares, permissions, storage monitoring, and backup/restore basics.
- VM/virtualization awareness to triage problems logically and escalate with clear diagnostics.
- Good communication skills, documentation discipline, and a customer-first approach.

Preferred (Good-to-Have):

- Exposure to US healthcare client environments and tools such as EPIC, 3M, Cerner, or similar systems.
- Experience supporting VDI/Citrix-based access patterns.
- Basic familiarity with Microsoft 365 / Entra  / Intune (if applicable to your environment).
- Security hygiene understanding: MFA, patching discipline, endpoint hardening awareness.

Work

Conditions:

- Work Location:

[On-site - Hyderabad]

- Shift: General