Job Title

Company Description Graftronics specializes in Managed Detection & Response (MDR) and advanced cybersecurity solutions to help businesses stay ahead of cyber threats. With over 35 years of IT expertise, Graftronics delivers seamless, scalable, and future-proof security solutions. The company offers services such as MDR, Sophos Cybersecurity Solutions, Network & Cloud Security, Compliance-Ready Security, and Seamless IT Security Integration. Role Description Provide on-site technical support to clients, addressing hardware, software, and network-related issues in a timely and efficient manner. Diagnose and troubleshoot complex technical problems, utilizing logical reasoning, technical documentation, and available resources. Install, configure, and maintain hardware components such as servers, workstations, peripherals, and specialized equipment. Install, configure, and troubleshoot Server operating systems (Windows, Linux), applications, and proprietary software. Install, configure, and troubleshoot Backup Software & NAS / SAN ( HPE / SYNOLOGY / ACRONIS) Install, configure, and troubleshoot Firewall (SOPHOS / FORTINET / SONICWALL). Perform system upgrades, patches, and security updates as required. Diagnose and resolve network connectivity issues, including LAN, WAN, and wireless networks. Provide clear and concise technical guidance and training to clients on the use and maintenance of our products and services. Document all support activities, including problem descriptions, troubleshooting steps, and resolutions, in a detailed and accurate manner. Escalate complex issues to internal support teams when necessary, ensuring clear communication and follow-through. Maintain a high level of client satisfaction through professional demeanor, effective communication, and timely resolution of issues. Stay up-to-date with the latest hardware and software technologies relevant to our product offerings. Manage and maintain a personal inventory of necessary tools, equipment, and spare parts. Adhere to all company policies, procedures, and service level agreements (SLAs). Occasionally participate in pre-sales technical discussions and site surveys. Qualifications Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field. (Number of years )  years of experience in a field support role, providing hardware and software support Strong knowledge of computer hardware, operating systems (Windows and Linux), networking concepts (TCP/IP, DNS, DHCP), and troubleshooting methodologies. Hands-on experience with Server OS ,FIREWALL , BACKUP. (WINDOWS / SOPHOS / ACRONIS ) Hands-on experience with hardware installation, configuration, and maintenance. Proficiency in installing, configuring, and troubleshooting various software applications. Excellent problem-solving and analytical skills with the ability to diagnose and resolve technical issues effectively.  Strong communication (verbal and written) and interpersonal skills, with the ability to explain technical concepts to non-technical users.  Demonstrated ability to work independently and manage time effectively in a fast-paced environment. A strong customer-centric approach with a commitment to providing exceptional service. Valid driver's license and willingness to travel to client sites within the Mumbai region. Preferred Skills: Industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certified Professional (MCP), or Cisco certifications. Experience with specific hardware or software relevant to our company's products (e.g., Installation of RAID Servers, Knowledge of hardware firewalls like Sophos, FortiGate, SonicWall. Managing windows server 20008R2, 2012R2,2016 and 2019 Active Directory Services, configuring windows servers and installing different roles on the server) Familiarity with remote support tools and techniques. Familiarity with backup solutions like Firewall , Endpoint Security , DLP , Encryption.  Familiarity with backup solutions like NAS devices and cloud-based services and security protocols.   Knowledge of Windows Registry, including knowledge of modifying systems, Windows Patch    Management, File and Print Server Management.