Job Summary

The candidate will be responsible for providing first-level technical support to end users, assisting with routine IT operations, performing scheduled maintenance activities, monitoring system health, and supporting infrastructure and application upgrade initiatives. The role requires a proactive individual with strong troubleshooting skills, attention to detail, and a customer-service-oriented approach. Manage multiple branches remotely and through regular visits as part of the operational and support requirement.

Key Responsibilities

User Support & Helpdesk

• Provide first-level technical support to users for hardware, software, network, email, and application-related issues.
• Troubleshoot and resolve day-to-day IT incidents and service requests in a timely manner. 
• Escalate complex issues to senior IT personnel when required.
• Assist users with workstation setup, software installation, printer configuration, and peripheral device support.
• Maintain accurate records of incidents, requests, and resolutions.

IT Operations & Maintenance

• Perform regular and scheduled IT maintenance activities as per established procedures.
• Assist in patch management, software updates, antivirus updates, and operating system maintenance.
• Ensure backups are completed successfully and report any failures or anomalies.
• Maintain IT asset inventory and update documentation as required.
• Assist in managing networking equipment including firewalls, routers, switches, and Wi-Fi infrastructure. 
• Monitor network connectivity and ensure stable operation of IT services. 

Upgrade & Project Support

• Assist the IT team during infrastructure, system, application, and network upgrade activities.
• Support deployment of new hardware, software, and technology solutions.
• Participate in IT projects, deployments, migrations, and testing activities.
• Coordinate with users during planned maintenance and upgrade windows.

System Health Monitoring

• Conduct daily health checks of servers, network devices, applications, and critical IT services.
• Monitor system performance, storage utilization and security alerts.
• Report identified issues, risks, or abnormal system behaviour to the IT team.
• Maintain health check reports and operational documentation.

Documentation & Compliance

• Maintain IT operational records, checklists, and standard operating procedures.
• Ensure adherence to IT security policies, standards, and best practices.
• Assist in IT audits, compliance reviews and documentation updates.

Required Qualifications

• Diploma / Bachelor's Degree in Information Technology, Computer Science, Computer Engineering, or related field.
• 1–2 years of experience in IT Support, Helpdesk, System Administration, or a similar role.

Technical Skills

• Ability to diagnose and troubleshoot hardware and software issues effectively.
• Good understanding of Windows Linux and Macintosh operating systems. 
• Knowledge of Microsoft 365, Active Directory, DNS, DHCP, and networking fundamentals.
• Familiarity with hardware troubleshooting and peripheral device support.
• Understanding of backup concepts, antivirus solutions, and endpoint management.
• Basic knowledge of virtualization platforms and cloud technologies will be an advantage.

Desired Competencies

• Strong troubleshooting and analytical skills.
• Good communication and interpersonal skills.
• Customer-focused approach to user support.
• Ability to work independently and as part of a team.
• Willingness to learn new technologies and adapt to changing business requirements.
• Ability to prioritize tasks and manage multiple assignments effectively.
• Good organizational and documentation skills.

Working Conditions

• May require working outside business hours during maintenance windows, upgrades, or emergency support situations.
• May require travel between office locations and datacentre facilities as needed.

Location
New Delhi & Bangalore