Desktop Support Engineer
Ahmedabad, IndiaHybridFull-timeMid · 2-5 years
About this role
E2M Solutions works as a trusted white-label partner for digital agencies. We support agencies with consistent and reliable delivery through services such as website design, web development, eCommerce, SEO, AI SEO, PPC, AI automation, and content writing.
Founded on strong business ethics, we are an equal opportunity organization powered by 300+ experienced professionals, partnering with 400+ digital agencies across the US, UK, Canada, Europe, and Australia. At E2M, we value ownership, consistency, and people who are committed to doing meaningful work and growing together.If you’re someone who dreams big and has the gumption to make them come true, E2M has a place for you.
Position Overview
We are looking for a skilled Desktop Support Engineer / System Administrator to manage, support, and secure our IT infrastructure. The ideal candidate should have strong hands-on experience working primarily with macOS, Windows, and Linux systems, expertise in network troubleshooting, firewalls, VPNs, email systems, endpoint management, and helpdesk ticketing systems with SLA adherence.
This role requires a proactive individual who can independently resolve technical issues, provide reliable end-user support, and maintain IT security and operational best practices in a structured environment.
Key Responsibilities
Helpdesk & SLA Management
- Handle IT incidents and service requests through the Helpdesk / Ticketing System
- Log, prioritize, track, and resolve tickets according to defined SLA timelines
- Ensure timely communication, status updates, and resolution documentation
- Escalate complex issues when required and coordinate with internal teams
- Identify recurring issues and recommend long-term preventive solutions
Desktop & End-User Support
- Provide support for macOS, Windows, and Linux systems
- Troubleshoot hardware, OS, application, and performance-related issues
- Configure and maintain laptops, desktops, printers, and peripherals
- Perform employee onboarding and offboarding (devices, access, tools)
- Support remote users and hybrid work environments
System Migration & Backup (Primary Responsibility)
- Perform macOS Time Machine migrations for new or replacement devices
- Handle Windows to macOS and macOS to Windows migrations
- Perform manual data migrations, including:
- Email migration and configuration
- User data transfer (documents, profiles, settings)
- Installation and setup of all required software and tools
- System configuration as per company standards
- Ensure data integrity and minimal downtime during migration activities
- Provide post-migration validation and user support
Disaster Recovery & Backup Management
- Implement and manage backup and disaster recovery processes for endpoints
- Perform data restoration during system failures, device loss, or corruption
- Maintain backup documentation and recovery procedures
Network & Infrastructure Support
- Troubleshoot LAN/WAN, Wi-Fi, and internal network issues
- Perform network cabling, crimping, patch panel setup, and testing
- Diagnose DNS, DHCP, IP conflicts, latency, and routing issues
- Support office network expansions and new infrastructure setups
Firewall & Security Management
- Configure and manage FortiGate Firewall
- Firewall rules
- VPN configurations
- Security policies
- Manage endpoint protection using Bitdefender
- Follow and enforce IT security policies and best practices
VPN & Remote Access
- Configure and troubleshoot VPN connections
- Hands-on experience with NordVPN, ExpressVPN, or similar VPN solutions
- Ensure secure remote access for employees and external users
Email & Collaboration Tools
Manage and support email services:
Google Workspace
- IMAP EMail Services
- Configure and troubleshoot:
- Outlook
- Microsoft Teams
- Email clients, calendars, and permissions
- Resolve email delivery, sync, and access issues
Access & Password Management
- Manage credentials using LastPass
- Enforce MFA, password policies, and access control
- Assist users with secure authentication and credential recovery
System & Endpoint Management
- Manage endpoints using Zoho Endpoint Central
- Deploy software, OS updates, patches, and security policies
- Monitor endpoint health, compliance, and performance
- Maintain asset inventory and system documentation
Documentation & IT Processes
- Maintain SOPs, IT documentation, and asset records
- Document incidents, changes, and resolutions
- Coordinate with vendors and service providers when needed
Required Skills & Qualifications
- Strong hands-on experience with macOS, Windows, and Linux
- Experience managing FortiGate Firewall
- Endpoint management using Zoho Endpoint Central
- Endpoint security using Bitdefender
- Solid understanding of networking (TCP/IP, DNS, DHCP, VPN)
- Practical experience in network cabling and crimping
- Email platforms: Google Workspace & Infomaniak
- VPN tools: NordVPN, ExpressVPN
- Password manager: LastPass
- Experience working with Helpdesk / Ticketing Systems
- Strong understanding of SLA-based support models
Preferred Skills (Good to Have)
- Experience with ITSM tools (Zoho Desk, Freshdesk, Jira Service Desk, ServiceNow)
- Knowledge of ITIL processes (Incident, Problem, Change Management)
- IT certifications (CompTIA, CCNA, Fortinet, Microsoft – optional)
- Experience in a fast-growing or multi-office IT environment