About the role
Job Summary
We are hiring an IT Infrastructure Support Engineer to manage end-user support, IT assets, and infrastructure operations. The role requires supporting critical business users, handling trading applications, and ensuring high availability of IT services.
Key Responsibilities - User Lifecycle Management • Manage user onboarding process:
O Understand user roles and responsibilities.
o Provision access, systems, and required applications.
o Allocate IT assets (laptop, desktop, peripherals) within defined SLA.
•Handle user offboarding:
o Revoke system access, recover assets, Revoke application license.
o Ensure proper documentation and audit logs are maintained.
• Maintain accurate records of user provisioning and deprovisioning activities.
Ticketing Tool Management (ServiceNow / Jira / ManageEngine) • Log, categorize, and prioritize customer tickets accurately in the ticketing system.
• Track ticket lifecycle from creation to closure ensuring SLA adherence.
• Assign and escalate tickets to appropriate teams for resolution
• Maintain proper documentation of issues, resolutions, and updates.
• Monitor ticket queues and ensure no backlog or SLA breaches.
• Generate reports and dashboards from the ticketing tool for performance tracking
• Identify recurring issues and suggest automation or knowledge-base improvements.
IT Asset Management • Maintain inventory of all IT assets (hardware/software)
• Track issuance, returns, and asset lifecycle.
• Ensure asset records are always audit-ready.
• Coordinate procurement/repair/replacement of IT equipment.
End-User Support
• Provide L1/L2 support for:
o OS installation, configuration, and troubleshooting (Windows/Linux/Mac as applicable).
o Application installation and issue resolution.
o Printing, scanning, and peripheral support.
• Support enterprise applications used within the organization.
• Handle day-to-day technical issues raised by users.
• Provide priority support to critical/VIP users.
Network & Infrastructure Support • Troubleshoot LAN/Wi-Fi connectivity issues.
• Monitor and ensure availability of:
o Internet connectivity
o Network infrastructure
o Recording lines, VC (Video Conference) rooms
• Perform basic network diagnostics and escalate complex issues.
Active Directory & Access Management • Manage user accounts in Active Directory (AD):
o User creation, modification, deletion.
o Group policy and access management.
• Perform periodic user access reviews for compliance.
• Ensure adherence to security and access control policies.
Monitoring & Preventive Maintenance • Conduct daily monitoring of IT services, including:
o Network availability (LAN/Wi-Fi)
o Applications uptime
o VC systems and recording lines
• Perform routine maintenance tasks:
o Data restore activities
o Backup verificationo
Health checks of systems and services.
Audit & Compliance • Maintain complete and accurate records for:
o IT assets
o User access
o Critical user list
• Support internal/external audits by providing required documentation.
• Ensure compliance with IT policies and procedures.
Incident & Service Management • Respond to incidents within defined SLAs.
• Prioritize and escalate critical issues appropriately.
• Maintain logs of incidents, resolutions, and service requests.
Reporting & Metrics • Track KPIs such as CSAT (Customer Satisfaction), NPS (Net Promoter Score), and response time.
• Prepare reports and dashboards for management review.
• Monitor trends and identify improvement opportunities.
Technical Skills • Strong knowledge of:
o Windows OS installation and troubleshooting
o Active Directory and user management
o Networking fundamentals (LAN, Wi-Fi, DNS, DHCP)
o IT asset management tools
• Familiarity with enterprise applications, trading application support
• Understanding of backup and restore processes.
• Experience with trading platforms used in Mutual Fund/Financial industry (Bloomberg, CCIL, etc.) will be value addons.
• Understanding of business-critical environments and user prioritization.