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Full job description
IT Help Desk Engineer
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, you’ll work with world-class talent, cutting-edge technology, and international stakeholders — while enjoying the openness, agility, and career visibility of a fast-growing company.
About Our Client — Toorak Capital Partners
Toorak Capital Partners is a leading U.S.-based correspondent lending platform operating across the U.S. and U.K., powered by a modern, technology-first engineering organization.
The platform is built on a cloud-native, microservices architecture with API-first services designed for scalability and high availability. Engineering practices emphasize clean architecture, automated testing, security, DevOps-driven CI/CD pipelines, infrastructure automation, and strong observability.
Toorak is actively embedding AI capabilities into lending and capital markets workflows, driving intelligent automation and data-driven decisioning while supporting thousands of families through modern fintech innovation.
Role Overview
We are seeking a proactive and technically skilled System Administrator / Helpdesk Support professional to provide IT support to our global users across the US and UK regions. The ideal candidate will be responsible for diagnosing and resolving technical issues related to systems, networks, and Microsoft 365 services while ensuring seamless IT operations and excellent user support. This role requires strong troubleshooting abilities, clear communication skills, and the flexibility to work in a 24/7 rotational support environment aligned with global business needs.
Key Responsibilities
- Provide technical support to global users (US & UK) via phone, remote access tools, email, and ticketing systems.
- Diagnose and resolve issues related to Windows servers, laptops, mobile devices, operating systems, and network connectivity.
- Manage and troubleshoot on-premises infrastructure, including Domain Controllers, DNS, DHCP, Group Policies, and user access management.
- Administer and support Microsoft 365 services, including Exchange Online, SharePoint, Teams, OneDrive, and user account administration.
- Configure, maintain, and troubleshoot VPN access, firewall settings, and remote connectivity solutions.
- Manage and monitor endpoints using device management and RMM tools such as Atera, Intune, and ConnectWise, ensuring device compliance and security.
- Maintain accurate work logs, incident documentation, troubleshooting steps, and user guides for knowledge sharing and compliance.
- Collaborate with internal IT teams to resolve escalated incidents and maintain smooth service delivery.
- Communicate effectively with users, manage expectations, and ensure timely updates and follow-ups on support tickets.
- Participate in on-call and shift-based support, including weekends and holidays, as part of the global support model.
Required Skills & Experience
- 2–3 years of experience in System Administration or Helpdesk Support (L1/L2) roles.
- Strong understanding of Active Directory, Group Policy (GPO), DNS, DHCP, and Windows Server environments.
- Hands-on experience with Microsoft 365 administration and user management.
- Good knowledge of networking fundamentals, VPN configuration, and connectivity troubleshooting.
- Experience using device management and Remote Monitoring & Management (RMM) tools such as Atera and Microsoft Intune.
- Familiarity with endpoint protection solutions and third-party security tools.
- Strong troubleshooting, analytical, and problem-solving skills with a focus on identifying root causes and implementing long-term solutions.
- Excellent verbal and written communication skills, particularly for supporting US/UK customers and documenting issues clearly.
- Ability to work independently with minimal supervision while delivering high-quality customer service.
- Flexibility to work in 24/7 rotational shifts aligned with US/UK time zones.
Preferred Experience
- Familiarity with Azure AD, Microsoft Entra ID, and hybrid identity environments.
- Experience working with ITSM or ticketing systems for incident, problem, and change management.
Why Join FinacPlus?
- Great Place to Work® Certified — collaborative and inclusive culture.
- Exposure to global financial technology platforms.
- Work with senior stakeholders across India, U.S., and U.K.
- Hybrid working model with flexibility and work-life balance.
- Competitive compensation and strong growth opportunities.
- Opportunity to shape enterprise-grade products with real-world impact.
Additional Details
Location: Bangalore | Work Mode: Work from Office (Manyata Tech Park)
Compensation: Best in Industry