End User Engineer

Location: Pune, India

Department: Service Delivery

Key Responsibilities

• Communicate effectively with clients to understand their technology needs and provide tailored recommendations.

• Lead the implementation, configuration, and ongoing support of email and web security platforms including INKY, Proofpoint, Cisco Umbrella, and Mimecast.

• Troubleshoot complex technical issues and perform thorough Root Cause Analysis (RCA), especially in areas related to email filtering, phishing protection, and secure web access.

• Solve complex technical problems and support junior team members through mentorship and knowledge sharing.

• Work within a ticketing system, ensuring timely and high-quality updates to clients and internal teams.

• Lead system deployments independently or collaboratively with team members.

• Document all completed work and train support staff on client-specific systems and configurations, including security platform usage and incident response procedures.

Key Competencies

• Self-starter with the ability to resolve issues end-to-end with minimal supervision, including RCA and actionable recommendations.

• Proven hands-on experience with desktop support; comfortable handling escalations for advanced desktop issues.

• Demonstrated experience in configuring and supporting email and web security platforms such as INKY, Proofpoint, Umbrella, and Mimecast.

• Ability to analyze and respond to email threats, phishing attempts, and web filtering issues using the above platforms.

• Excellent communication skills in both writing and speaking; confident when working with clients, internal teams, and external vendors.

• Willingness to participate in on-call rotations and respond to escalations from systems engineers and team leads.

• Flexibility to work extended hours or weekends for client implementations, upgrades, or critical projects.

• Strong team collaboration skills; expected to share knowledge and work transparently with peers.

• Capable of producing detailed technical documentation for new processes, implementations, and project work.

Qualifications

Required:

• B.S./B.A. degree or equivalent relevant experience.

• Minimum 5 years of IT support experience, including time spent in a Managed Service Provider (MSP) environment handling diverse technical challenges across different client setups.

• Expert-level knowledge of Microsoft 365: security, administration, deployment, and migration.

• Strong skills in Microsoft Windows, macOS, Microsoft Entra ID, Intune, Exchange, Defender, and endpoint protection.

• Solid understanding of Azure infrastructure: cost optimization, performance, security, and Azure Landing Zones.

• Proficiency in Intune MDM: policy creation, device enrollment, and management.

• SharePoint administration and migration strategy knowledge.

• Experience with DNS, DHCP, Active Directory, and Group Policy.

• Knowledge of email and security tools (Umbrella 365, INKY, Proofpoint) and email protocols (SPF, DMARC, DKIM).

• Skilled in patching, software packaging, and modern device setup methods.

Preferred:

• Experience in regulated environments (SOC2, HIPAA, HiTrust).

• Automation experience with tools like Chef, Puppet, Ansible, or Salt.

• Microsoft Azure certifications.

About the Company

At Netrio, our people are at the heart of everything we do. Guided by our core values—Empathy, Partnership, Integrity, Accountability, and Innovation—we foster a culture where collaboration and trust drive real impact. We believe in listening first, delivering on our promises, and pushing the boundaries of what’s possible with technology. If you’re passionate about making a difference and want to be part of a team that grows together and leads with purpose, we invite you to explore our open opportunities and join us on our mission.