SR IT Support Engineer

About Us

Zapcom is a global Product Engineering and Technology Services company, specializing in bespoke, customer-centric solutions across industries like BFSI, e-commerce, retail, travel, transportation, and hospitality. Headquartered in the US, with a presence in India, Europe, Canada, and MENA, we excel in transforming ideas into tangible outcomes using AI, ML, Cloud solutions, and full-stack development.

At Zapcom, we value accountability, ownership, and equality, empowering you to excel. We listen to your aspirations and provide the support needed to achieve them. Our diverse, collaborative culture ensures every voice is heard, driving innovation and business value. With global opportunities and expansion plans, now is the perfect time to join our team. Work on impactful projects that shape the future. Apply today and be part of something extraordinary!

Responsibilities

• Responsible for the administration and management of Microsoft 365, Azure AD, AWS cloud, Wi-Fi Access Points, and FortiGate Firewall across locations.
• Provide technical assistance and support to end-users for hardware, software, and network-related issues.
• Resolve support tickets within agreed service level agreements (SLAs) and ensure customer satisfaction.
• Develop and update knowledge base articles for issue resolution.
• Collaborate with cross-functional teams to address IT-related requirements and projects.
• Conduct user training sessions for IT-related tools, security awareness and systems.
• Work in CIO organization to manage cloud infrastructure, vendor licensing and identify cost cutting ensures .
  
  

Qualifications

• Bachelor’s degree or equivalent.
• Proven experience as an IT Support Engineer or in a similar role.
• Strong knowledge of Windows, Ubuntu, and Mac operating systems.
• Hands-on experience with Microsoft 365 admin portal, Azure AD, Intune, AWS administration, Wi-Fi Access points and FortiGate Firewall.
• Experience with ISO and SOC 2 certification process.
• Proficient in troubleshooting hardware and software issues.
• Familiarity with networking concepts and protocols.
• Excellent communication and interpersonal skills.
• Certifications such as CompTIA A+, Microsoft Certified IT Professional (MCITP), Cloud administration or similar are a plus.
• Experience with PowerShell or python or any other scripting are added advantages.
• Strong understanding of cloud security at perimeter level.
• Past experience in provisioning users to cloud environment using SSO.
• Understands cloud billing and can create estimates for cloud costing (AWS or Azure)