System Administrator L0

About the Role

We are looking for an IT Support Executive to handle front-end IT support at our Chennai office, serving approximately 200+ employees with 90 average daily on-site users. This role is the first point of contact for all end-user IT requests.

Key Responsibilities

• End-User Support & Ticketing (50%)
• Serve as the first point of contact for all IT support requests at the Chennai office.
• Handle ticket queue in Zoho Desk — log, categorize, resolve, and close tickets within defined SLAs.
• Resolve common issues: password resets, account unlocks, printer/scanner problems, connectivity issues, email setup.
• Update every ticket with resolution notes before closing — no ticket closed without documentation.
• Escalate unresolved issues to L1/L2 team members with clear details of troubleshooting already done.
• Workstation & Device Management (25%)
• Set up workstations for new joiners — desk, system, peripherals, software installation, access verification.
• Handle laptop/desktop hardware issues — coordinate with Store team for repairs or replacement.
• Assist with conference room setup, video conferencing equipment, and AV support.
• Manage peripheral inventory — keyboards, mice, monitors, cables, adapters.
• Support employee offboarding — collect devices, verify asset returns, update records.
• Access & Account Support (15%)
• Assist with basic access requests — Wi-Fi setup, VPN configuration, email setup on mobile devices.
• Support access card provisioning and basic onboarding IT tasks under guidance from L1/L2 team.
• Maintain a log of all access changes and new joiner setups for audit compliance.
• Office IT & Facility Support (10%)
• Ensure printers, scanners, and shared devices are operational across all floor areas.
• Report and follow up on network or infrastructure issues with the technical team.
• Support basic housekeeping of IT assets — stickering, labelling, organizing IT store.
• Assist with any ad-hoc IT tasks assigned by the IT Operations Lead.

Requirements & Tech Stack

• Experience
• 0–1 year experience in IT helpdesk, desktop support, or similar role.
• Freshers with strong aptitude considered.
• Technical Skills
• Basic knowledge of Windows 11, MS Office, email clients, and common enterprise applications.
• Ability to troubleshoot basic hardware and software issues.
• Good to have: Experience with ticketing systems.
• Good to have: Basic understanding of Active Directory — user accounts, password resets.
• Good to have: Experience with endpoint management tools.
• Qualifications
• Bachelor's degree in IT, Computer Science, or related field.
• Good to have: Any IT-related certification or diploma.
• Soft Skills
• Good communication skills in English and Tamil.
• Comfortable handling a high volume of user requests in a fast-paced environment.
• Reliable, punctual, and responsive — this role requires consistent on-site presence.
• Approachable, responsive, and dependable.
• Acts on requests quickly, doesn't let tickets sit unattended.
• Communicates clearly with non-technical users without jargon.
• Consistent on-site presence is essential for front-end support.
• Updates tickets and records without being reminded.
• Works well with L1/L2 team, escalates cleanly, and follows through.