Windows System Administrator – Level 1

Job Title: Windows System Administrator – Level 1

Location: Vadodara, Gujarat (On-Site) Job Type: Full-Time | Permanent | On-Roll

About the Role

We are seeking a Windows System Administrator – Level 1 to join our growing IT infrastructure team supporting Managed Service Provider (MSP) clients.This is an entry-level infrastructure and technical support role requiring a strong foundational understanding of Windows operating systems, Microsoft 365, networking, Active Directory, and basic server administration. The ideal candidate should have a proactive approach to troubleshooting, excellent communication skills, and the ability to work effectively in a fast-paced, multi-client environment.As part of our team, 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 when required.

Key Responsibilities

1. Technical Support & Helpdesk – MSP Environment

• Respond to incidents and service requests from MSP clients through remote support tools, phone, email, and ticketing platforms such as ConnectWise, Autotask, ServiceNow, or similar.
• Troubleshoot Windows desktop and laptop issues, application problems, login issues, printing, connectivity, and system performance.
• Provide basic support for Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint.
• Perform password resets, account unlocks, user provisioning, and basic access management.
• Follow defined troubleshooting procedures and escalate unresolved issues to L2/L3 teams.
• Maintain accurate ticket updates and ensure SLA requirements are met.
• Communicate professionally with clients throughout the incident lifecycle.

2. Windows & Active Directory Support

• Provide basic administration and troubleshooting of Windows Server environments.
• Perform basic Active Directory tasks including user, computer, and group management.
• Assist with password policies, account lockouts, permissions, and basic Group Policy troubleshooting.
• Troubleshoot common DNS and DHCP-related issues.
• Support Windows file and print services.
• Monitor server health and escalate critical issues appropriately.

3. Network & Connectivity Support

• Troubleshoot basic LAN/WAN connectivity issues.
• Understand fundamental TCP/IP, DNS, DHCP, VPN, and Wi-Fi concepts.
• Perform basic troubleshooting of switches, routers, firewalls, and VPN connectivity under documented procedures.
• Escalate complex routing, firewall, and network infrastructure issues to appropriate teams.
• Assist with ISP and network-related troubleshooting.

4. Microsoft 365 & Cloud Support

• Provide first-level support for Microsoft 365 services.
• Assist with Exchange Online, Teams, SharePoint, OneDrive, and user licensing.
• Perform basic troubleshooting of Microsoft 365 authentication and access issues.
• Develop foundational knowledge of Microsoft Azure and AWS.
• Escalate cloud infrastructure issues requiring L2/L3 intervention.

5. Monitoring, RMM & Endpoint Management

• Monitor client systems using RMM tools such as N-able, NinjaOne, Datto RMM, or similar platforms.
• Respond to alerts relating to disk space, CPU/memory usage, services, antivirus, backups, and system availability.
• Perform routine endpoint maintenance and remediation tasks.
• Assist with software deployment, patching, and endpoint health monitoring.

6. Security & Patch Management

• Follow client cybersecurity policies and security procedures.
• Assist with antivirus/EDR monitoring and remediation.
• Perform routine Windows and application patching according to approved procedures.
• Identify and escalate suspicious activity, malware alerts, and security incidents.
• Follow security best practices for account management and access control.

7. Backup & Documentation

• Monitor backup jobs and report failed or abnormal backups.
• Perform basic backup verification and troubleshooting.
• Maintain accurate documentation of incidents, configurations, and troubleshooting steps.
• Update knowledge base articles and client-specific procedures when required.

8. Automation & Scripting

• Develop foundational knowledge of PowerShell.
• Use existing PowerShell scripts for routine administrative tasks.
• Assist in automating repetitive support activities under supervision.

9. Escalation & Team Collaboration

• Escalate complex or recurring issues to L2/L3 engineers with complete troubleshooting information.
• Participate in knowledge-sharing and technical training sessions.
• Follow standard operating procedures and escalation matrices.
• Assist senior engineers with infrastructure projects when required.

Qualifications & Experience

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field preferred.
• Experience: 0–2 years of experience in IT support, desktop support, system administration, or a similar technical role.
• Fresh graduates with relevant technical knowledge and strong troubleshooting skills may also be considered.
• Previous MSP or international voice-based IT support experience is preferred.

Certifications – Preferred

• CompTIA A+ / Network+
• Microsoft Certified: Azure Fundamentals (AZ-900)
• Microsoft 365 Fundamentals
• Other relevant Microsoft or IT certifications

Technical Proficiency

• Basic understanding of Windows 10/11 and Windows Server.
• Basic understanding of Active Directory, DNS, DHCP, and Group Policy.
• Basic understanding of TCP/IP, VPN, DNS, and networking concepts.
• Basic Microsoft 365 administration and troubleshooting.
• Familiarity with remote support, RMM, and ticketing platforms.
• Basic PowerShell knowledge is an advantage.
• Basic understanding of virtualization and cloud concepts.

Soft Skills & Competencies

• Strong verbal and written communication skills in English.
• Structured troubleshooting and analytical thinking.
• Customer-focused approach.
• Ability to work in a high-volume, multi-client support environment.
• Ability to prioritize incidents based on urgency and business impact.
• Willingness to learn new technologies and continuously improve technical skills.
• Ability to work effectively within an escalation-based support structure.

Preferred Candidate Profile

• Candidates with prior experience in international voice-based IT support will be preferred.
• Exposure to MSP or multi-client support environments is an advantage.
• Strong troubleshooting fundamentals and willingness to work with enterprise infrastructure technologies.
• Candidates willing to work in an on-site, client-facing support environment are encouraged to apply.Join our team and build your career in enterprise infrastructure and managed IT services while working with global clients and modern technology environments.