Senior IT Infrastructure Engineer L2

Job Title: Senior IT Infrastructure Engineer

Experience: 5+ Years

Location: Ahmedabad

Department: IT / Infrastructure

About infoanalytica

Website: www.infoanalytica.com

LinkedIn: https://www.linkedin.com/company/infoanalytica/

Job Summary

We are seeking an experienced Senior IT Infrastructure Engineer (L2) with 5+ years of hands-on experience in IT support, infrastructure, and system administration to support our North America users from the Ahmedabad office. The ideal candidate will be responsible for managing Microsoft 365 and Active Directory environments, endpoint and patch management, IT security and data protection, and networking, while delivering timely and reliable remote support to global teams.

Please Note : This role operates in the alternate shift as in 10 days night shift (6:30 PM to 3:00 AM IST) and 20 days day shift (10 AM to 7 PM).

Key Responsibilities

• Provide L2 IT infrastructure and system administration support to North America users from the India office.
• Manage Microsoft 365 Admin Center, Exchange Online, and Entra ID, including users, licenses, mailboxes, shared mailboxes, and distribution lists.
• Troubleshoot Outlook and email client issues, including profiles, OST/PST, synchronization, and email configuration.
• Manage Windows patching and software updates using WSUS, ManageEngine Endpoint Central, or similar tools.
• Handle new joiner onboarding and offboarding, including laptop preparation, account/license setup, VPN, and application configuration.
• Configure and support Windows 10/11 and MacBook devices, including OS installation, drivers, applications, and hardware troubleshooting.
• Administer Active Directory, including user/group management, password resets, GPO, and domain troubleshooting.
• Manage domain, DNS, SSL, cPanel, and web hosting, including MX, SPF, and DKIM records.
• Implement and follow IT security controls, DLP, Microsoft Purview, endpoint security, and data protection policies.
• Troubleshoot network, VPN, and secure remote access issues for global users.
• Manage tickets within SLAs and maintain proper IT documentation.
• Coordinate with global teams and ensure compliance and confidentiality of company and customer data.

Required Skills & Qualifications

• 5+ years of experience in L2 IT Support, Infrastructure, System Administration, or Global IT Support.
• Hands-on experience with Microsoft 365 Admin Center, Exchange Online, Entra ID, user/license/mailbox management, shared mailboxes, DLs, and email troubleshooting.
• Knowledge and hands-on experience with DLP, Microsoft Purview, endpoint security, antivirus/EDR, data protection, and IT security best practices.
• Good understanding of data protection, data privacy, compliance requirements, secure handling of company data, access controls, and IT security policies.
• Experience with Windows patch management, software updates, and tools such as WSUS, ManageEngine Endpoint Central, or similar.
• Strong Outlook and email client troubleshooting, including profiles, OST/PST, synchronization, and email configuration.
• Good experience with Windows 10/11, laptop/MacBook configuration, OS installation, drivers, applications, hardware, and basic troubleshooting.
• Experience with new joiner onboarding/offboarding, laptop preparation, account/license setup, VPN, and application configuration.
• Good understanding of networking, DNS, DHCP, TCP/IP, LAN/WAN, Wi-Fi, VPN, and basic firewall troubleshooting.
• Knowledge of ZTNA framework and secure remote access.
• Basic to intermediate knowledge of Azure, AWS, or other cloud services.
• Experience with Domain, DNS, SSL, cPanel, and web hosting management, including MX, SPF, DKIM, etc.
• Experience with Active Directory, user/group management, password reset, GPO, and domain troubleshooting.
• 23+ years of experience providing remote support to global/North America users across different time zones.
• Good communication, troubleshooting, documentation, ticket/SLA management, compliance, and coordination skills.
• Ability to work independently and coordinate with global teams from the India office.
• Ability to follow IT security controls, data protection policies, compliance requirements, and maintain confidentiality of company and customer data.
• Preferred: Intune, Defender, PowerShell, backup, firewall/VPN, and virtualization knowledge.

Core Skills

Microsoft 365 | Exchange Online | Entra ID | Outlook | DLP | Microsoft Purview | Data Protection | Data Compliance | IT Security | Patch Management | Windows | Active Directory | Intune | VPN | Networking | Cloud | DNS | SSL | cPanel | Hosting | Laptop Support | Onboarding/Offboarding | Global IT Support

Educational Qualification

Bachelors degree in Computer Science, Information Technology, or Engineering (or equivalent experience).