IT Support Administrator

IT Support Administrator (L1/L2)

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you'll be doing things that matter, leading at every level, and winning a better way. We're committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone's empowered to be their best.

The IT Support Administrator (L1/L2) is a blended role combining frontline Service Desk responsibilities with intermediate System Administration tasks. You will act as the first point of contact for IT support, resolve incidents, manage access and endpoint configurations, and support core infrastructure services (Intune, Azure AD, Windows Server, DNS, DHCP, Backup). This role ensures operational stability, security compliance, and great user experience while collaborating with L3 teams for escalations and root-cause fixes.

Key Responsibilities

• Respond to user queries via phone, email, chat, and ITSM tools (Jira Service Management or FreshService).
• Log, categorize, and track incidents and requests; ensure SLA compliance.
• Perform initial troubleshooting (password resets, account unlocks, basic connectivity issues).
• Handle access management and standard application/hardware support.
• Manage endpoint configuration and patching (Intune/Endpoint Manager, Autopilot, Windows 10/11, M365 Apps).
• Administer Azure AD/Entra ID, on-prem AD, DNS, DHCP, file servers, and group policies.
• Operate backup solutions, test restores and ensure compliance with retention policies.
• Implement and maintain endpoint protection (AV/EDR) and secure baselines (CIS Benchmarks).
• Support MFA/Zero Trust for remote access and privileged accounts; maintain audit logs.
• Conduct root-cause analysis and lead post-incident reviews with L1/L2 teams.
• Follow ITIL processes for Incident, Request, Problem, Change, and Asset Management.
• Maintain documentation, runbooks, and knowledge base articles.

Required Skills & Tools

• 3–6 years in IT support and system administration, with proven troubleshooting across endpoints, M365, and Windows Server services.
• ITSM tools: Jira Service Management/FreshService; familiarity with ServiceNow is a plus.
• Platforms: Windows 10/11, Windows Server; M365 Admin Centre; MS Teams; Remote Assist tools.
• Identity & Endpoint: Azure AD/Entra ID, Active Directory, Intune/Autopilot, SCCM (nice to have).
• Networking basics: TCP/IP, DNS, DHCP; file/print services; backup/restore operations.
• Security: AV/EDR, MFA, secure baselines (CIS), audit logging.
• Demonstrates strong verbal and written English communication skills sufficient to effectively support U.S.-based end users via chat, phone, and email.
• Able to clearly articulate technical information to non-technical audiences, ensuring understanding and resolution of issues.
• Capable of participating in live support interactions, meetings, and escalations with U.S. stakeholders when required.
• Ability to work in a 24x7 to support a global operating model by working aligned with U.S. business hours, including evenings or overnight shifts local to India.

Preferred Qualifications

• Bachelor's degree in CS/IT or related field (or equivalent experience).
• Certifications: CompTIA A+, Network+, Security+; ITIL Foundation.
• Microsoft Certified: MD-102 (Modern Desktop Administrator), AZ-104 (Azure Administrator), Windows Server Hybrid Administrator Associate.

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.