1. PURPOSE OF THE ROLE
Swaran Soft Support Solutions Pvt. Ltd. is scaling its Agentic AI consulting and managed services division across India, UAE, and Estonia. This role is critical to ensuring uninterrupted business continuity by owning the end-to-end IT infrastructure—from networking and hardware lifecycle management to software troubleshooting, firewall administration, and vendor coordination. The IT Hardware & Software Support Engineer will serve as the single point of accountability for the company’s internal technology backbone, enabling the delivery team and leadership to focus on revenue-generating client engagements without operational friction.
2. KEY RESPONSIBILITIES
A. Network Infrastructure & Connectivity
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Design, deploy, and maintain LAN/WAN architecture across office premises including structured cabling, patch panels, and network racks.
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Configure and manage enterprise-grade Wi-Fi access points, controllers, and mesh networks for seamless wireless coverage.
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Monitor and troubleshoot leased line connectivity with ISP vendors; ensure SLA compliance on uptime and bandwidth.
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Implement and manage VPN tunnels for secure remote access by distributed team members (Gurugram, UAE, Estonia, USA).
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Maintain network documentation including topology diagrams, IP address schemes (DHCP/static), and VLAN configurations.
B. Firewall & Security Administration
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Configure and manage hardware/software firewalls (e.g., Fortinet, pfSense, Sophos, or equivalent) including rule sets, NAT policies, and intrusion prevention.
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Monitor network traffic for anomalies, unauthorised access attempts, and security threats; escalate incidents per defined protocols.
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Enforce endpoint security policies including antivirus deployment, OS patch management, and USB/peripheral access controls.
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Support the SOC 2 (Type I) audit process by maintaining security logs, access records, and compliance documentation.
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Conduct periodic vulnerability assessments and recommend remediation actions.
C. IT Asset Management & Hardware Support
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Own the full lifecycle of IT assets: procurement, tagging, deployment, maintenance, and decommissioning of laptops, desktops, monitors, printers, and peripherals.
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Maintain an updated IT asset register with warranty status, AMC coverage, allocation records, and depreciation tracking.
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Perform hardware diagnostics and first-level repairs; coordinate with OEM/AMC vendors for warranty and out-of-warranty servicing.
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Set up and configure workstations for new employees including OS installation, domain join, email configuration, and standard software stack deployment.
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Manage conference room AV equipment, video conferencing hardware (cameras, microphones, displays), and IP telephony systems.
D. Software Troubleshooting & Application Support
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Provide Level 1/Level 2 support for OS issues (Windows, macOS, Linux), productivity suites (Microsoft 365, Google Workspace), and business applications.
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Troubleshoot software installation failures, licensing issues, driver conflicts, and application crashes.
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Manage software licence inventory and renewal calendar; ensure compliance and cost optimisation.
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Support deployment and troubleshooting of collaboration tools: MS Teams, Zoom, Slack, and WhatsApp Business integrations.
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Assist development and AI teams with local environment setup issues including Docker, Node.js, Python environments, and database clients where required.
E. Vendor Coordination & Procurement
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Act as the primary liaison with ISPs, hardware OEMs, AMC providers, firewall vendors, and cloud hosting partners.
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Negotiate and manage vendor contracts, SLAs, and service-level escalation matrices.
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Raise and track purchase requisitions for IT equipment; coordinate with CFO for budget approvals.
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Evaluate and recommend new hardware/software solutions based on business requirements and cost-benefit analysis.
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Coordinate with building/facility management for power backup, UPS systems, and server room environment controls.
F. Business Continuity & Disaster Recovery
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Implement and maintain backup schedules for critical business data (local and cloud-based).
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Document and periodically test disaster recovery procedures for network, server, and endpoint failures.
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Ensure uninterrupted operations during ISP outages through failover configurations and redundant connectivity.
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Maintain a spares inventory for critical components (switches, access points, power supplies, drives) to minimise downtime.
3. QUALIFICATIONS & EXPERIENCE
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Education: B.Tech / B.E. in Computer Science, Information Technology, Electronics, or equivalent. Relevant certifications (CCNA, CompTIA Network+, CompTIA A+, ITIL Foundation) are strongly preferred.
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Experience: 3–6 years in an IT infrastructure support role within a technology company, managed services provider, or enterprise IT environment.
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Networking: Hands-on experience with managed switches (Cisco, HP, TP-Link enterprise), routers, VLANs, DHCP, DNS, and Wi-Fi controllers.
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Firewall: Working knowledge of next-gen firewalls (Fortinet, Sophos XG, pfSense) including rule management, VPN setup, and IPS/IDS.
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Leased Line & ISP: Experience managing dedicated internet lines, SLA tracking, and ISP escalation workflows.
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OS & Software: Proficiency in Windows Server, Windows 10/11, macOS, and basic Linux administration. Familiarity with Active Directory, Group Policy, and remote management tools.
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Asset Management: Experience with IT asset tracking tools or ERP modules for hardware lifecycle management.
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Vendor Management: Demonstrated ability to manage multiple vendor relationships, negotiate contracts, and enforce SLA compliance.
4. PREFERRED / NICE-TO-HAVE SKILLS
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Exposure to cloud infrastructure basics (AWS, Azure, or GCP) for supporting development and AI teams.
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Familiarity with Docker, Kubernetes, or containerised deployments from an infrastructure support perspective.
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Experience supporting Supabase, N8N, or similar open-source platforms used in the company’s Agentic AI stack.
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Understanding of IP telephony (Exotel, Twilio) and VoIP configuration.
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Prior experience in a startup or fast-scaling tech company environment.
5. KEY PERFORMANCE INDICATORS (KPIs)
Network uptime (LAN/Wi-Fi/Leased Line)
IT support ticket resolution (L1)
Within 4 hours
IT support ticket resolution (L2)
Within 24 hours
IT asset register accuracy
100% updated monthly
Vendor SLA compliance tracking
Monthly review & report
Security patch deployment
Within 72 hours of release
Backup verification
Weekly test & quarterly DR drill
New employee workstation setup
Same-day or next-day delivery
6. COMPENSATION & BENEFITS
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Competitive salary commensurate with experience (CTC range to be discussed based on candidate profile).
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Performance-linked incentives tied to uptime KPIs and business continuity metrics.
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Health insurance coverage for self and family.
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Opportunity to work at the intersection of enterprise IT and cutting-edge Agentic AI technology.
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Exposure to multi-geography operations (India, UAE, Estonia, USA).
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Professional development support including certification sponsorship for CCNA, ITIL, or cloud certifications.
7. REPORTING & COLLABORATION
This role reports directly to the COO (Shivani Huja) with a dotted-line to the Founder & CEO (Yogesh Huja) for strategic IT decisions. The role collaborates closely with the CFO (Kapil Goel) on procurement budgets, the CSO (Esa Matti Harkke) on security compliance, and the AI delivery team for development environment support.
8. HOW TO APPLY
