System Administrator / Helpdesk Support

System Administrator / Helpdesk Support (L2 Global IT Operations)

About FinacPlus

FinacPlus is a Great Place to Work Certified organization a recognition of our people first culture, collaborative environment, and focus on professional growth. We provide high-end virtual business process and technology services to leading global clients across finance, banking, mortgage, research, and data services. At FinacPlus, youll work with world-class talent, cutting-edge technology, and international stakeholders while still enjoying the openness, agility, and career visibility of a fast-growing company.

About Our Client Toorak Capital Partners

You will be part of a dedicated engineering team supporting Toorak Capital Partners, a leading U.S.-based integrated correspondent lending platform that funds residential, multifamily, and mixed-use real estate loans across the U.S. and U.K. Headquartered in Summit, New Jersey, Tooraks leadership team brings deep expertise across real estate lending, capital markets, securitization, asset management, and credit. To date, Toorak-funded projects have renovated or stabilized housing for 9,000+ families averaging 500+ families every month.This is a rare opportunity to build mission-critical, cloud-based mortgage technology platforms that directly support one of the most respected players in the global mortgage finance industry.

Role Overview

We are looking for a hands-on System Administrator / Helpdesk Support Engineer (L2) to manage and support enterprise IT operations across US and UK business environments. This role goes beyond basic ticket resolutionyou will be responsible for owning incident resolution, managing enterprise infrastructure, and ensuring high system availability and user productivity.

The ideal candidate has strong troubleshooting depth across Windows environments, Microsoft 365, networking, and endpoint management, and can independently handle production issues, root cause analysis, and long-term fixes.

This is a shift-based global support role (24/7 rotation) requiring strong communication skills and the ability to work in a high-availability, SLA-driven environment.

Key Responsibilities

Global IT Support & Incident Ownership

• Own end-to-end resolution of L1/L2 support tickets across US/UK users via phone, email, and remote tools
• Troubleshoot and resolve issues related to OS, hardware, applications, network, and identity systems
• Ensure strict adherence to SLAs, response times, and resolution quality metrics

Systems Administration (Windows & Identity)

• Administer and troubleshoot:
• Active Directory (AD DS), Group Policy (GPO)
• DNS, DHCP, Domain Controllers
• Manage:
• User provisioning/de-provisioning
• Access control, permissions, and policy enforcement
• Support hybrid identity environments (On-prem AD + Azure AD / Entra ID)

Microsoft 365 Administration

• Manage and troubleshoot:
• Exchange Online (mail flow, mailbox issues)
• Microsoft Teams (collaboration issues)
• SharePoint & OneDrive (access, sync, permissions)
• Handle user lifecycle management, licensing, and security configurations

Networking & Remote Access

• Diagnose issues across:
• VPN connectivity, firewall rules, remote access tools
• Network latency, DNS resolution, and connectivity failures
• Work with infra teams to resolve network-level incidents

Endpoint Management & Security

• Manage devices using:
• Microsoft Intune, Atera, ConnectWise (or equivalent RMM tools)
• Enforce:
• Device compliance policies
• Patch management and updates
• Endpoint security controls
• Troubleshoot laptops, mobile devices, and remote endpoints at scale

Monitoring, Documentation & Process Adherence

• Maintain accurate:
• Incident logs
• RCA documentation
• Knowledge base articles
• Identify recurring issues and drive permanent fixes vs temporary workarounds

Collaboration & Escalation

• Work closely with:
• Infra, Security, and Application teams
• Escalate issues with clear diagnostics and impact analysis

Technical Skills

Core Systems & OS

• Windows Server (2016/2019/2022)
• Windows 10/11 enterprise environments
• Strong troubleshooting across OS, drivers, and system services

Identity & Access Management

• Active Directory (AD DS), GPO
• Azure AD / Microsoft Entra ID
• Hybrid identity setups

Microsoft 365 Stack

• Exchange Online
• Teams
• SharePoint Online
• OneDrive
• Admin Center + PowerShell (preferred for advanced tasks)

Networking

• TCP/IP fundamentals
• DNS, DHCP, VPN
• Basic firewall and network troubleshooting

Endpoint & Device Management

• Microsoft Intune
• RMM tools (Atera, ConnectWise, or similar)
• Patch management & compliance enforcement

ITSM & Tools

• Ticketing systems (ServiceNow, Freshservice, Jira Service Management, etc.)
• Remote support tools
• Documentation tools (KB systems, SOPs)

Security & Best Practices

• Endpoint protection tools
• Access control & least privilege principles
• Basic understanding of security incidents and response

Experience Requirements (STRICT)

• 24 years of hands-on experience in System Administration / L2 Helpdesk roles
• Must have real enterprise environment exposure (100+ users minimum)
• Proven experience handling:
• Microsoft 365 administration
• Active Directory environments
• Endpoint/device management at scale
• Experience working in SLA-driven, ticketing-based support environments

What Makes a Strong Fit

We are looking for candidates who:

• Demonstrate deep troubleshooting ability (not script-based resolution)
• Have handled production incidents independently
• Can perform root cause analysis and prevent repeat issues
• Have experience supporting global users (US/UK time zones preferred)
• Show ownership in:
• Closing tickets end-to-end
• Improving processes
• Reducing recurring issues
• Are comfortable working in 24/7 rotational shifts

Disqualification Signals (Auto-Reject)

• Only internship / academic project experience
• No real exposure to Active Directory or Microsoft 365 admin
• Pure L1 call-center experience without technical depth
• No hands-on troubleshooting (only escalation-based roles)
• Lack of exposure to enterprise-scale environments

Why Join FinacPlus?

• Great Place to Work Certified strong, collaborative culture
• Work on enterprise-grade global IT environments
• Exposure to US & UK financial platforms and operations
• Opportunity to build deep infra + support expertise
• Clear growth path into L3 / System Engineering / Cloud roles
• Hybrid work model with strong work-life balance

Location: Bangalore | Work Mode: Work from office (Monday to Friday)

Timings: 11:00 AM 8:00 PM IST

Compensation: Best in Industry