Lead - IT Operations & Infrastructure

We are seeking a motivated and detail-oriented Helpdesk Lead (IT Support Team) to provide managed first-line support across Active Directory (AD), DNS, DHCP, Microsoft 365, MS Intune, and other IT infrastructure services.

1 Incident Management & Troubleshooting :

Provide first-level troubleshooting and resolution for issues related to AD, DNS, DHCP, and Microsoft 365.

Address user access issues, application errors, and system connectivity concerns.

2 Active Directory (AD) :

Manage user accounts, password resets, and group policies.

Perform account lockout analysis and role-based access management.

3 DNS & DHCP Management :

Address DNS and DHCP-related configuration and connectivity issues.

Monitor IP address assignments and ensure accurate DNS entries.

4 Microsoft 365 Support :

Troubleshoot issues with Outlook, Teams, SharePoint, and OneDrive.

Perform basic license management and escalate advanced issues.

5 MS Intune :

Support device enrolment and basic troubleshooting for managed devices.

Address compliance policy violations and assist users with Intune

6. Basic Network & Security Knowledge :

Understand network basics (IP, subnets, firewalls, and routing).

Support basic VAPT-related tasks, such as gathering data for vulnerability scans and addressing common vulnerabilities with guidance.

7 ITIL Processes :

Follow ITIL best practices for incident, request, and change management.

Log, prioritize, and escalate tickets as required.

8 General Support :

Respond to user queries via email, phone, or ticketing systems.

Escalate unresolved issues to L2 or L3 support teams when necessary.

Skills Required

It Support, Dhcp, Troubleshooting, Active Directory, Domain Name System, Microsoft Teams, Ms Intune, Microsoft 365, Microsoft Azure