It Support Executive

Role & responsibilities

Networking and Firewall Support

• Monitor and troubleshoot LAN/WAN, internet connectivity, switching, VLANs, Wi-Fi, and routing-related issues.
• Support firewall operations: rule changes/requests, NAT, basic security policies, and logging checks (as per internal standards).
• Troubleshoot remote access connectivity including VPN, VDI, or Citrix access paths (where applicable).

Active Directory Support and Maintenance

• Administer AD DS: user/group management, OUs, password policies, and access provisioning.
• Support Group Policy (GPO): troubleshooting policy application, login scripts, and endpoint configuration issues

Virtualization / VM Awareness (Troubleshooting-Focused)

• Understand virtualization fundamentals: VM vs host, vCPU/RAM, storage, snapshots, and virtual networking basics.
• Use structured triage to identify whether issues are endpoint/network/AD-related vs VM/host-related.

US Healthcare Client Systems (EPIC / 3M / Similar) - Awareness and Access Support. Coordinate with client IT teams for incident resolution, access requests, and connectivity validations.

Desktop and End-User Support (L1/L2)

• Provide support for Windows desktops/laptops: OS issues, performance troubleshooting, drivers, printers, and peripherals.

Support productivity apps (browser, email, Teams) and handle common user issues with clear ticket updates.

Preferred candidate profile

• 2 to 3 years of experience in IT support/infrastructure covering networking, Windows/AD, and desktop support.
• Hands-on troubleshooting experience with firewalls/VPNs (any major vendor).
• Strong Active Directory and GPO troubleshooting capability.
• Working knowledge of NAS concepts: shares, permissions, storage monitoring, and backup/restore basics.
• VM/virtualization awareness to triage problems logically and escalate with clear diagnostics.
• Good communication skills, documentation discipline, and a customer-first approach.

Preferred (Good-to-Have)

• Exposure to US healthcare client environments and tools such as EPIC, 3M, Cerner, or similar systems.
• Experience supporting VDI/Citrix-based access patterns.
• Basic familiarity with Microsoft 365 / Entra ID / Intune (if applicable to your environment).
• Security hygiene understanding: MFA, patching discipline, endpoint hardening awareness.