IT infrastructure -End user support

Key responsibilities

Responsibilities include, but are not limited to:

• Lead, supervise, and mentor the IT End User Support team, ensuring effective workload distribution and service delivery.
• Allocate support tickets and daily operational activities among team members based on priority, skills, and SLA requirements.
• Monitor team performance, productivity, ticket backlog, and SLA compliance, taking corrective action where required.
• Conduct regular team meetings, performance reviews, coaching sessions, and knowledge-sharing activities.
• Manage Level 1 and Level 2 technical support for desktops, laptops, printers, mobile devices, applications, and IT peripherals.
• Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365, Zoho email,VPN, network connectivity, and business applications.
• Maintain accurate IT asset inventory covering laptops, desktops, monitors, printers, mobile devices, software licenses, and other IT equipment.
• Manage the complete IT asset lifecycle, including allocation, installation, replacement, repair, warranty, and disposal.
• Ensure all IT assets are properly tagged, documented, and recorded in the asset management system.
• Monitor hardware warranties, AMC contracts, maintenance agreements, and renewal requirements.
• Coordinate with procurement teams and vendors for hardware, software, licensing, and IT service requirements.
• Ensure endpoint devices comply with organizational security policies and standards.
• Support endpoint security initiatives, including antivirus/EDR, patch management, encryption, MFA, and endpoint compliance.
• Manage user access requests and coordinate with IT security and infrastructure teams for access provisioning, modification, and removal.
• Ensure implementation and adherence to IT security controls, policies, and procedures.
• Support internal and external IT audits by providing required documentation, evidence, asset records, and compliance information.
• Promote IT security awareness and best practices among end users.
• Coordinate with hardware, software, network, telecom, and managed-service vendors to resolve technical issues and deliver IT services.
• Monitor vendor performance against agreed SLAs and service commitments.
• Raise, manage, and track vendor support cases through to successful resolution.
• Review vendor quotations, technical proposals, and service offerings in coordination with procurement and management.
• Coordinate hardware repairs, replacements, warranty claims, AMC services, and vendor escalations.
• Identify recurring technical issues and recommend corrective and preventive actions to improve service reliability.
• Maintain IT documentation, SOPs, troubleshooting guides, asset records, and operational reports.

Required Skills & Qualifications:

• Experience in IT asset management, endpoint management, vendor coordination, and IT service operations.
• Good understanding of IT security controls, endpoint compliance, access management, patching, antivirus/EDR, encryption, and MFA.
• Strong leadership, communication, team-management, problem-solving, and stakeholder-management skills.
• Strong knowledge of ITIL processes, including Incident Management, Problem Management,and Change Management.

Fluency in English and Hindi is mandatory