Monitor and maintain Windows servers and desktop systems.
Provide technical support for hardware, software, and network-related issues.
Provide technical support for all Windows-based (Win10/11) or MAC client machines.
Creation of new virtual PC using VMWare vSphere.
Create, modify, and manage user accounts and permissions.
Install, configure, and troubleshoot operating systems and applications.
Assist in system backups, patching, and software updates.
Monitor system performance and escalate issues when required.
Support printers, email systems, VPN, and basic networking tasks.
Maintain IT asset inventory and documentation.
Follow IT security policies and perform routine security checks.
Coordinate with vendors and internal teams for issue resolution.
Creation of procedural documentation (Technical/Functional).
Maintain internal infrastructure requirements including, laptop and desktop computers, servers, routers, switches, firewalls, printers, phones, security updates; support internet, intranet, LANs, WANs, and network segments.
Anticipate, mitigate, identify, troubleshoot, and resolve hardware and software problems on input/output fleet and workstations. Escalate incidents as necessary.
Manage all operating systems and end-user software.
Upgrade systems with new releases and models, familiarity on patch management.
Develop expertise to train staff on new technologies.
Support in maintaining, configuring, reliable operation of computer systems, network servers, and virtualization.
Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing the impact of issues.
Provide documentation and technical specifications to IT staff for planning and implementing new or upgrades of IT infrastructure.
Interact with the help desk and other teams to assist in troubleshooting, identify root causes, and provide technical support when needed.
Involves inventory management, such as keeping track of the IT material and equipment, performing routine audits of the systems to ensure their security, reliability, and performance.
Vendor management, share proposals basis the inventory stock and maintaining buffers, coordinate on the vendor tickets for support, services from vendors.
Responsible for solving issues, driving enhancements, and improving support for all IT related functions: operational support, application support, and service delivery. Ensure appropriate staffing.
Develop, document, and maintain policies, procedures, and associated training plans for system administration and appropriate use. Create required reports in response to business user needs.
Train new joiners and colleagues as well to keep them up to date with functional knowledge as per the training plan and skill matrix.
Performing RCA for frequent issues and preparing KBs or process documents to find a permanent fix to avoid them in the future.
Ensure IT staffing of both the field staff and service lines is matched with customer demand.
Collaborate with internal and external partners to communicate project status, activities, and achievements.
Update process documents from time to time with the latest updates.
A professional and a strong believer in people and organizational values, viz. respect towards individuals, teamwork, readiness to serve, bearing a cost/benefit mindset (as if you are spending your own money), efficiency with simplicity, open communication while respecting privacy/confidentiality.
A self-driven individual who can think ahead, takes a proactive approach, quick learner, and has a strong sense of ownership.
Good communication skills (send/receive, verbal/non-verbal/written, timings, anticipating impacts, …) in English.
Adapt to changing environments and challenges.
Demonstrate problem-solving aptitude.
Build professional relationships.
Proficient in Microsoft Word and Excel.
