Position Objective

• Ensure smooth functioning of Site & Global IT Systems
• Maintain IT Security Infrastructure
• Support on-premises and cloud technologies
• Handle:
  • IT support requests
  • Hardware & service issue resolution
  • System monitoring
  • Incident escalation when required

Core Responsibilities / Specific Duties

IT Support & Operations

• Provide front-line IT support to internal users
• Handle Level 1 & Level 2 incidents and service requests
• Meet SLA targets and user requirements
• Troubleshoot:
  • Hardware issues
  • Software & application issues
  • Network & connectivity issues
• Monitor IT services and systems

End-User & Device Management

• Day-to-day IT support for:
  • Laptops
  • Desktops
• Ensure laptop readiness:
  • New hires
  • Replacements
• Support global office and remote users
• Maintain professional tone and positive attitude

Cloud, Server & Infrastructure Support

• Assist with hardware and software implementations
• Support On-Prem and Cloud services
• Work with seniors/management to meet business goals

Windows & Cloud Technologies

• Windows Server fundamentals
• Azure
• Active Directory
• DNS (Name Resolution)
• DHCP
• Client-end troubleshooting

Microsoft 365 & Productivity Tools

• Proficient in:
  • Office 365
  • Exchange
  • Teams
  • SharePoint
  • OneDrive
• Client-side troubleshooting and configuration

Security & Compliance

• Laptop security hardening:
  • Patch management
  • Disk encryption
  • Backup solutions
• Follow:
  • Incident management process
  • Compliance standards
  • IT policies (without deviation)

Networking Knowledge

• Intermediate understanding of:
  • Firewalls
  • Networking fundamentals
• Basic troubleshooting of network-related issues

Asset, Documentation & SOP Management

• Create and maintain:
  • IT documentation
  • Asset records
  • SOPs
• Knowledge sharing with:
  • Admins
  • End users

Communication & Collaboration

• Ensure smooth communication between:
  • IT
  • Business departments
  • End users
• High attention to:
  • Detail
  • Accuracy
  • Follow-through

Good to Have (Preferred Skills)

• ITIL knowledge
• Microsoft Intune or similar device management tools
• Mobile device support:
  • iOS
  • Android
• Basic exposure to:
  • G-Suite
  • Netskope
  • Okta

Soft Skills & Work Ethic

• Go-getter mindset for technical projects
• High level of positive attitude & dedication
• Strong written and verbal communication
• Excellent time management
• Professional approach to problem-solving
• Willingness to work in shifts