Windows System Administrator - Level 1 (MSP Support)

About the role

An entry-level infrastructure and technical support role for a growing IT team supporting Managed Service Provider (MSP) clients. The position is full-time, permanent and on-site in Vadodara, Gujarat. You will provide technical support to client environments, monitor infrastructure, resolve user and system issues, follow documented procedures and escalate complex incidents to Level 2 and Level 3 engineers.

Key responsibilities

• Handle incidents and service requests from MSP clients via remote tools, phone, email and ticketing platforms (ConnectWise, Autotask, ServiceNow or similar)
• Troubleshoot Windows desktops and laptops, applications, logins, printing, connectivity and performance; support Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint)
• Perform password resets, account unlocks, user provisioning and basic access management; maintain tickets and meet SLAs
• Administer Windows Server and Active Directory, including user/computer/group management, password policies, permissions and Group Policy
• Troubleshoot DNS, DHCP, basic LAN/WAN, VPN and Wi-Fi, and escalate complex network issues
• Monitor client systems with RMM tools (N-able, NinjaOne, Datto RMM or similar) and respond to alerts on disk space, CPU, memory, services, antivirus and backups
• Follow cybersecurity policies, assist with antivirus/EDR monitoring, and perform routine patching
• Monitor backup jobs, verify backups, document incidents and update knowledge base articles
• Learn PowerShell basics and use existing scripts to automate routine tasks
• Escalate complex issues to L2/L3 engineers and take part in knowledge sharing and training

Required profile

• Bachelor's degree in Computer Science, Information Technology or a related field preferred
• 0-2 years of experience in IT support, desktop support, system administration or a similar role; fresh graduates with strong troubleshooting skills may be considered
• Previous MSP or international voice-based IT support experience preferred
• English communication skills and customer-focused attitude

Required skills

• Windows 10/11 and Windows Server basics, Active Directory, DNS, DHCP, Group Policy, TCP/IP and VPN
• Microsoft 365 administration and troubleshooting
• Familiarity with remote support, RMM and ticketing platforms
• Basic PowerShell knowledge is an advantage
• Preferred: CompTIA A+/Network+, AZ-900, Microsoft 365 Fundamentals or other Microsoft/IT certifications