Department: Information Technology
Location: Delhi
Job Type: Permanent (Full-Time)
No. of Positions: 1
Experience: 3-5 Years
Position/Designation: IT Infrastructure & Support Engineer
About the Role:
We are looking for an experienced IT Infrastructure & End-User Support professional to provide reliable L2 IT infrastructure and end-user support across multiple global locations. The role will focus on standardizing, documenting, and centrally managing end-user devices, office IT infrastructure, networking, IT assets, and support processes.
The position will be responsible for device provisioning, asset management, ITSM-based support, network and office IT support, endpoint security, employee lifecycle activities, and maintaining accurate technical documentation. The candidate will also coordinate with overseas offices, vendors, and internal stakeholders to ensure reliable IT operations.
Key Responsibilities:
End-User Computing
- Provide L2 support for Windows laptops/desktops and limited macOS endpoints.
- Troubleshoot hardware and software issues related to Microsoft 365 desktop applications, printers, peripherals, conferencing equipment, and common business applications.
- Provide professional and timely technical support to end users, including senior leadership.
Device Provisioning
- Prepare and configure new devices for employees.
- Perform Windows deployment, Intune enrollment, and Autopilot provisioning.
- Install approved applications and verify endpoint security compliance before device handover.
- Manage asset tagging, device assignment, and handover records.
Asset Management
- Maintain accurate records of laptops, desktops, monitors, mobile devices, network devices, and peripherals.
- Maintain details including serial numbers, assigned employees, warranty, location, and lifecycle status.
- Support periodic physical verification and reconciliation of IT assets.
IT Support & ITSM
- Provide IT support through the approved ITSM/helpdesk system.
- Manage incidents, service requests, access requests, device issues, and software requests.
- Promote the use of the ITSM platform as the primary support channel instead of uncontrolled support through WhatsApp, phone calls, and informal email.
- Ensure tickets are properly documented, updated, and closed.
Networking
- Provide L1/L2 support for LAN, WAN, Wi-Fi, switches, routers, firewalls, VPN, ISP links, and office connectivity.
- Troubleshoot connectivity-related issues and escalate complex architecture or security issues appropriately.
- Coordinate with networking and ISP vendors for issue resolution.
Office IT
- Support IT requirements for new office openings and office network changes.
- Support Wi-Fi, meeting rooms, printers, UPS/connectivity, and other office IT infrastructure.
- Coordinate with ISPs, vendors, and hardware suppliers.
- Support hardware procurement and deployment activities.
Endpoint Security
- Ensure endpoints comply with defined security controls, including Sophos, disk encryption, Intune compliance, approved software, OS patching, screen-lock standards, and local-admin restrictions.
- Monitor endpoint compliance and escalate suspected security incidents immediately.
- Ensure software installation and endpoint configuration follow approved IT standards.
Employee Lifecycle Support
- Support employee onboarding through laptop allocation, device provisioning, accessories, required software installation, and handover.
- Support employee offboarding through device retrieval, asset reconciliation, access-removal coordination, and device wipe/rebuild.
Documentation
- Maintain accurate asset records, network diagrams, site documentation, SOPs, troubleshooting guides, vendor contacts, ISP details, and hardware standards.
- Document recurring technical issues and their resolution procedures.
Key Deliverables:
- Ensure 95%+ of targeted IT devices are accurately represented in the asset management system.
- Ensure new devices are provisioned and handed over according to defined standards.
- Establish the ITSM/helpdesk platform as the primary channel for IT support.
- Improve ticket closure times through effective monitoring and resolution.
- Complete and maintain office and network documentation.
- Improve endpoint security and compliance across supported devices.
- Standardize device handover and return processes.
- Ensure controlled and documented software installation.
- Support digitization of the hardware procurement catalogue.
- Document recurring support issues and contribute to reducing repeat incidents.
- Maintain reliable and professional IT support across global locations.
Qualifications:
- Diploma / B.Tech / B.E. / BCA / B.Sc. in IT, Computer Science, or an equivalent qualification.
- Relevant experience in IT infrastructure, end-user computing, desktop support, network support, or IT operations.
Technical Skills:
- Hands-on experience with Windows 10/11.
- Microsoft 365 and desktop application support.
- Laptop/desktop hardware and software troubleshooting.
- TCP/IP, DNS, DHCP, Wi-Fi, LAN, and VPN.
- Printers and peripheral troubleshooting.
- Endpoint antivirus/EDR solutions.
- Basic Active Directory and/or Entra ID.
- Basic Microsoft Intune.
- Remote-support tools.
- IT ticketing/ITSM systems.
- Understanding of VLAN concepts, switches, routers, firewalls, IP addressing, endpoint security, and patching.
- Exposure to device provisioning, asset management, and endpoint lifecycle management.
Preferred Technical Skills:
- Sophos Central.
- Sophos Firewall.
- Microsoft Intune.
- Microsoft Entra ID.
- Windows Autopilot.
- Freshservice, Jira Service Management, ServiceNow, ManageEngine, or similar ITSM/asset-management platforms.
- Networking exposure to Cisco, Aruba, Ubiquiti, Fortinet, or Sophos environments.
- Experience supporting multiple office locations or overseas teams will be an advantage.
Preferred Certifications:
- CompTIA A+
- CompTIA Network+
- Microsoft Endpoint-related certifications
- CCNA
- ITIL Foundation
Practical troubleshooting ability and hands-on infrastructure experience will be given greater importance than certifications.
Soft Skills:
- Strong troubleshooting and problem-solving ability.
- Systematic and process-oriented approach.
- Good documentation and ticket-management discipline.
- Strong written and verbal communication skills.
- Professional approach while supporting senior leadership.
- Ability to understand when to resolve issues independently and when to escalate.
- Good coordination and vendor-management skills.
- Ability to work with technical and non-technical users.
- Willingness to travel occasionally.
- Ability to coordinate with overseas offices and vendors.
- Strong ownership and commitment to timely issue resolution.