End User Support (EUS) / IT Service Desk Team Lead at LTS · Morbi · 5 - 7 years · ₹5L - ₹10L / yr · Profitable · Posted 23 Sep 2025
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Location: Morbi
The End User Support (EUS) / IT Service Desk Team Leader role is like project manager of this entire project. He/She will be responsible for managing and supervising the entire end-user support operations, ensuring high-quality service delivery in accordance with the agreed Scope of Work (SoW) and defined SLAs.
1. Team Management & Supervision
o Manage the daily operations of the End User Support Engineers, Helpdesk Coordinator, and Network Technician.
o Allocate tasks, monitor performance, and ensure coverage across all shifts or locations (as applicable).
o Review ticket queues, ensure timely response/resolution, and minimize escalations.
2. Service Delivery Oversight
o Ensure all support services (incident, request, configuration) are delivered as per agreed Service Level Agreements (SLA).
o Monitor open tickets and proactively address delays or recurring issues.
o Take necessary action on recurring & repeat issue to fix the permanently.
o Conduct regular service quality reviews and corrective action planning.
3. Technical Assistance & Escalation Support
o Provide Level 2/3 technical support to the support team on hardware, software, AD, antivirus, networking, and IT asset management.
o Guide the team in resolving complex issues and ensure user satisfaction.
o Coordinate with internal IT teams and vendors for issue resolution, patching, installations, or upgrades.
4. IT Asset Management Control
o Ensure all IT assets supported by the team (laptops, desktops, printers, attendance systems, conference devices, network items, CCTV) are:
o Properly tagged, recorded, and updated in the IT Asset Management Tool.
o Compliant with asset tracking and audit policies.
5. Process Implementation & Improvement
o Implement and maintain Incident Management, Request Fulfillment, and Change Management processes in ManageEngine (ServiceDesk Plus) in coordination with IT and vendor teams.
o Define workflows, categories, escalation paths, SLAs, and approval hierarchies as per ITIL best practices.
6. Software Licensing & Compliance
o Ensure awareness of software licensing policies and usage.
o Support the team in maintaining compliance with licensing limits and software audit readiness.
7. Team Motivation & Skill Development
o Motivate the team and maintain high morale and work discipline.
o Identify skill gaps and coordinate internal/external training to upskill the support team.
o Promote a culture of continuous improvement, accountability, and customer satisfaction.
8. Reporting & Communication
o Prepare and share daily, weekly & monthly reports on ticket trends, SLA compliance, asset updates, and team performance.
o Conduct regular review meetings with internal IT stakeholders and vendor managers.
o Act as the first point of contact for escalations from business users and management.
Shubham Vishwakarma
Full Stack Developer - Averlon
About LTS
About
LTS is a technology consulting and IT services company specializing in product engineering, cloud solutions, and digital transformation. With a strong focus on innovation and quality, we help enterprises and startups build scalable, secure, and future-ready IT ecosystems. Our teams work across global markets, delivering excellence in technology and business solutions.
Candid answers by the company
LTS is a technology consulting and IT services company specializing in product engineering, cloud solutions, and digital transformation. With a strong focus on innovation and quality, we help enterprises and startups build scalable, secure, and future-ready IT ecosystems. Our teams work across global markets, delivering excellence in technology and business solutions.
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About Solutionara
Solutionara is a U.S.-headquartered IT Consulting & Technology Services firm with a rapidly growing Global Delivery Center in Noida, India. We specialize in enterprise integration, data platforms, cloud engineering, and digital experience technologies. Our clients trust us to modernize their technology landscape, streamline operations, and build data-driven digital products.
At Solutionara, we operate with a builder mindset — high ownership, hands-on problem solving, and a culture where innovation is not a slogan but a standard. If you want to grow in an environment where your work contributes to real enterprise systems and digital platforms, you will thrive here.
Location: Noida, India (On-site – Global Delivery Center, Sector 62)
Experience: 6 – 10 years
Employment Type: Full-time
Role Summary
The IT Systems & Endpoint Lead will be responsible for managing and overseeing Solutionara's endpoint environment, user access, and core IT systems across cloud and on-premise infrastructure. This role combines hands-on system administration with operational ownership, ensuring endpoint compliance, identity governance, and reliable IT operations across the organization. The ideal candidate will act as a key operational anchor, driving stability, enforcing IT policies, and supporting a secure and scalable environment.
Key Responsibilities
Endpoint & Identity Ownership
- Own user identity and access management across Microsoft Entra ID and hybrid Active Directory
- Manage and enforce endpoint compliance using Microsoft Intune
- Ensure consistent enforcement of MFA, Conditional Access, and device policies
- Maintain role-based access control (RBAC) and support periodic access reviews
Infrastructure & Systems Management
- Oversee Windows Server environments and core infrastructure services
- Administer Microsoft 365 services (Exchange Online, Teams, SharePoint, OneDrive)
- Drive patch management, system health monitoring, and uptime reliability
- Identify and implement automation opportunities using PowerShell
IT Operations & Support Oversight
- Handle complex L2/L3 issues and provide escalation support
- Guide junior IT staff or vendors for L1/L2 support activities
- Oversee device provisioning, onboarding, and lifecycle management
- Ensure accurate asset tracking and IT documentation
Security & Compliance Execution
- Ensure enforcement of endpoint security policies (Defender, BitLocker, compliance baselines)
- Support Conditional Access, identity security, and policy enforcement
- Participate in audit readiness, compliance checks, and documentation
- Monitor risks and escalate security gaps proactively
Network & Access Coordination
- Oversee LAN, VPN, and Wi-Fi operations in coordination with network partners
- Maintain access control records, VLANs, and network documentation
- Troubleshoot and resolve advanced connectivity issues
Qualifications & Skills
Education & Experience
- Bachelor's degree in Computer Science, IT, or related field
- 6–10 years of experience in IT infrastructure, endpoint management, or system administration
Core Technical Skills
- Strong hands-on experience with Microsoft Entra ID, Intune, Windows Server, and Microsoft 365
- Experience managing endpoint compliance and identity access
- Solid understanding of Conditional Access, MFA, and access governance
- Good knowledge of networking fundamentals (LAN, VPN, firewall basics)
- Experience with ITSM tools (JIRA, ServiceNow)
- PowerShell scripting for automation and reporting
Preferred Skills
- Exposure to Microsoft Defender (Endpoint / O365)
- Understanding of basic security best practices and audit requirements
- Experience supporting compliance or audit activities
Certifications (Preferred)
- Microsoft Certified: Azure Administrator Associate (AZ-104)
- Microsoft Certified: Modern Desktop Administrator (MD-102)
- CompTIA Security+ / Network+
- ITIL Foundation
Soft Skills
- Strong ownership and accountability mindset
- Good communication and stakeholder coordination skills
- Ability to mentor junior team members
- Structured problem-solving and decision-making ability
- Ability to operate in a fast-paced, evolving environment
Job Summary
We are looking for a motivated and customer-focused Support Services Executive to handle customer queries, troubleshoot issues, and provide timely resolutions. The ideal candidate should have an experience in the Salesforce platform, along with strong communication, analytical, and problem-solving skills.
Key Responsibilities
- Act as a primary point of contact for customer support requests.
- Analyze, troubleshoot, and resolve customer-reported issues within defined SLAs.
- Communicate regularly with customers and provide timely updates on case progress.
- Monitor support cases and ensure proper follow-up until closure.
- Meet defined targets for response time, resolution time, quality, and customer satisfaction.
Required Skills and Qualifications
- 0–3 years of experience in Customer Support, Application Support, Technical Support, or a similar role.
- Familiarity with CRM systems and support ticketing tools is an added advantage, with Salesforce CRM experience preferred.
- Basic knowledge of SQL, Salesforce, ERP applications, or cloud-based applications is preferred.
- Strong communication, analytical, and problem-solving skills.
· Willingness to work in rotational shifts covering IST and EST time zones on alternate weeks, as required.
Preferred Skills
- Experience in SaaS, ERP, CRM, or enterprise application support.
- Hands-on experience with the Salesforce Platform and Service Cloud
- Knowledge of SQL queries and database concepts.
- Experience working with support ticketing systems.
- Strong customer service and stakeholder management skills.
Skills Required
- Good Knowledge of Windows OS and Microsoft Office 365
- Basic experience with Active Directory (user management, access control)
- Understanding of networking fundamentals (DNS, VPN, IP addressing, troubleshooting)
- Exposure to monitoring tools such as CloudWatch, Prometheus, and Grafana
- Basic understanding of application support (log analysis, issue identification, alert handling)
- Ability to read and understand application logs (especially Java-based applications)
- Basic knowledge of Java (exceptions, logs, service behaviour)
- Familiarity with Linux/Unix commands for basic troubleshooting
- Experience with ticketing tools like ServiceNow or Jira
- Understanding of incident management and SLA handling
- Basic understanding of telecom concepts — caller ID, robocalls, spam/scam labeling, and number reputation/trust scoring is a plus
- Familiarity with API testing tools like Postman to check service/endpoint availability is a plus
Roles and Responsibilities
- Provide first-level support to end users through calls, emails, and ticketing tools, ensuring quick response and resolution
- Provide support to US-based users and stakeholders, ensuring clear communication and timely updates
- Work in US shift / rotational shifts as required to support business operations
- Troubleshoot issues related to Windows OS (Windows 10/11) and Office 365 applications such as Outlook, Teams, and OneDrive
- Manage user accounts, password resets, account unlocks, and access provisioning using Active Directory
- Install, configure, and maintain laptops, desktops, printers, and standard business applications
- Perform basic network troubleshooting including Wi-Fi, VPN, DNS, and connectivity issues
- Log, track, and update incidents and service requests in ticketing tools like ServiceNow or Jira, ensuring SLA adherence
- Take ownership of tickets and follow through until closure or proper escalation
- Escalate complex or unresolved technical and application issues to Level 2 or relevant teams with proper analysis
- Support user onboarding and offboarding activities, including system setup and access provisioning
- Monitor applications and infrastructure using tools such as Datadog, CloudWatch, Prometheus, and Grafana
- Respond to alerts and perform initial troubleshooting by analysing logs and identifying issues
- Provide Level 1 application support by validating issues, checking logs, and coordinating with DevOps or development teams
- Perform basic validation of APIs, services, and application/carrier-integration availability
- Assist in deployment validation and basic post-release checks (smoke testing)
- Work closely with DevOps, infrastructure, and application teams for faster issue resolution
- Maintain and update SOPs, knowledge base articles, and troubleshooting documentation
- Ensure adherence to IT processes, security policies, and operational best practices
We are looking for dedicated and proactive Technical Support professionals who can deliver excellent customer service while resolving client queries efficiently. The ideal candidate should have strong troubleshooting skills, good technical understanding, and the ability to communicate effectively with clients.
Candidates with relevant EdTech experience will be highly considered.
Edunext is an equal opportunity employer. We celebrate diversity and encourage candidates from all backgrounds to apply.
Key Responsibilities:
· Connect with clients and resolve their queries via calls, remote desktop support, and other communication channels.
· Address and resolve tickets raised by clients for technical issues to ensure seamless operations.
· Assist in designing and implementing effective software solutions.
· Track user tickets and ensure timely resolutions.
· Coordinate with the development team for any new feature requirements.
Requirements:
· 1–2 years of EdTech preferably school ERP/CRM
· Excellent communication skills with fluency in English (mandatory)
· Strong presentation and interpersonal skills.
· Proficiency in Microsoft Office (Excel, Word, etc.).
· Strong analytical and problem-solving abilities.
· ERP certification (e.g., “Data Analyst”) is a plus.
What We Offer
• Fixed CTC
• Annual Off site Retreats
• Rapid career growth with structured training and on-the-job mentorship
• Opportunity to impact the lives of learners via tech.
• Monthly Trainings & Skill Development to sharpen product expertise
• Employee of the Month & Rewards & Recognition Programs
• Fun inclusive work culture with Recreational Activities like open house events, fun games, celebrations and peer-driven culture
L2 Production Support, Event Management, Incident Management, ServiceNow, and monitoring tools such as Splunk, AppDynamics, and ThousandEyes for application monitoring, troubleshooting, and issue resolution.
IT trouble support for Desktop/Laptop & workstation
✓ Server Hardware installation & OS installation for Servers
✓ AD/ADC creation with Policies for AD users across organisations as required
✓ L1/L2/L3 Network Security configuration and Policy management
✓ LAN/WAN management & Policy Firewall management
✓ VPN/P2P Management with network switches internal or different locations
✓ Antivirus and End point security Management
✓ Data Backup with Cloud or installation on NAS/SAN
✓ Virtual M/C (VPS) creation & management on premise or Cloud Server
✓ Backup & Restoration of Data & Files for Backup Data
The L1 Application Support team is the first line of defense for all production-related customer issues. You will handle customer queries, follow Standard Operating Procedures (SOPs) to resolve incidents, perform preliminary checks, and escalate issues to the Integration Engineering or Development teams when required. This role ensures smooth platform operations, fast response times, and a great customer experience.
Job description: https://drive.google.com/file/d/1MvBp9I_xsheIhmKUwgH8iNPaTydLGwZ1/view?usp=drive_link
Application form: https://docs.google.com/forms/d/e/1FAIpQLSf8CM2g22WLPD9QWxK8o2cdAr_y6PhWzIb-Z0k5sQ59ufdsGQ/viewform?usp=dialog
Responsibilities
- Incident Handling & Production Support
- Escalation & Coordination
- Monitoring & Alerts
- Documentation & SOP Adherence
- Customer Interaction
Requirements and Qualifications:
- Minimum 1 year of experience as App support or product support
- Basic understanding of APIs, JSON, request/response flow.
- Ability to read logs and use monitoring tools.
- Strong communication and customer-handling skills.
Location: Bangalore, Karnataka
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Full Stack Developer - Averlon