Senior System Engineer

About Excis

Excis is a global IT services company with 6,000+ certified technicians operating across 190+ countries, providing multilingual 24/7 IT support and enterprise technology services to leading international clients.

We are looking for an experienced Senior System Engineer to join our IT support team in Mumbai. This role is ideal for an IT professional with strong L2 technical support, system administration, networking, and troubleshooting experience who is looking to grow toward a senior infrastructure-focused career.

The successful candidate will also provide technical guidance and mentoring to junior engineers, support service quality, and help coordinate engineer shift schedules in collaboration with HR.

Key Responsibilities

• Provide L2 desktop and technical support remotely and onsite.
• Troubleshoot Windows, Microsoft Office, hardware, printers, peripherals, and software issues.
• Diagnose and resolve TCP/IP, DNS, DHCP, and basic network connectivity issues.
• Manage incidents and service requests through ITSM/ticketing systems and meet SLA requirements.
• Install, configure, maintain, and troubleshoot workstations and IT equipment.
• Support system upgrades, patching, software deployments, and infrastructure activities.
• Perform user account, access, and endpoint-related support.
• Follow company cybersecurity, access control, MFA, and security policies.
• Document technical issues, troubleshooting procedures, and resolutions.
• Escalate complex issues to L3 / third-level support when required.
• Assist with day-to-day IT infrastructure operations and service improvements.
• Identify recurring technical issues and recommend solutions or process improvements.
• Provide technical guidance and mentor junior IT engineers.
• Promote knowledge sharing and troubleshooting best practices within the team.
• Coordinate engineer shift schedules in collaboration with HR.
• Maintain a professional customer experience and strong service delivery standards.

Required Skills & Experience

• 5+ years of experience in IT support, desktop support, helpdesk, system administration, or L1/L2 technical support.

• Strong hands-on experience with Microsoft Windows environments.

• Good knowledge of Microsoft Office / Microsoft 365 and common business applications.

• Strong networking fundamentals, including:

• TCP/IP

• DNS

• DHCP

• Basic network troubleshooting

• Hands-on experience with ITSM / ticketing systems.

• Experience with hardware, software, workstation, printer, and peripheral troubleshooting.

• Good understanding of IT security and cybersecurity principles.

• Knowledge of MFA, encryption, access control, and security policies.

• Strong troubleshooting, analytical, and problem-solving abilities.

• Excellent communication and customer service skills.

• Ability to work independently and as part of a technical support team.

• Demonstrated ability to mentor, coach, and support junior engineers.

• Strong organizational and time-management skills.

• Ability to manage multiple priorities in a fast-paced IT environment.

• Flexible, proactive, and willing to learn new technologies.

Preferred / Added Advantage

• Experience supporting enterprise or multinational environments.
• Exposure to IT infrastructure operations.
• Experience with Windows administration or system administration.
• Experience working with enterprise ITSM platforms.
• Experience coordinating technical teams or engineer schedules.
• ITIL or relevant technical certifications are an advantage.

Language Requirement

• English: B1 level or higher (certified).

Work Schedule

9:00 AM 6:00 PM IST

Location & Travel

Ghansoli, Navi Mumbai, Maharashtra Onsite

Occasional travel may be required to a site in Mumbai. Travel is expected to be rare.

What We Offer

• Competitive salary package.
• Opportunity to work on a high-profile international IT project.
• Exposure to global enterprise IT environments.
• Hands-on experience across technical support and infrastructure operations.
• Career development toward senior infrastructure and system engineering roles.
• Opportunity to mentor and develop junior technical engineers.
• Collaborative and international working environment.
• Professional growth within a global IT organization.

Why Join Excis?

This is more than a traditional desktop support role. As a Senior System Engineer, you will combine hands-on L2 technical support with infrastructure operations, technical mentoring, service improvement, and team coordination.

You will gain valuable exposure to enterprise IT environments while developing the skills required to progress toward a senior system/infrastructure engineering career.