It Support Engineer

Pump Academy; Mumbai; On-site; INR 450,000 - 700,000; Full time

Benefits offered by this job

Ownership

Cross-Discipline Exposure

ISO 27001 ISMS

HQ IT Backing

Competitive Compensation

Job summary

iPUMPNET (Pump Academy Private Limited) seeks an IT Support Engineer to be the on-ground IT resource for Mumbai site locations (Pise and Panjrapur), handling end-to-end IT operations, hardware and network support, and field-level IT services. You will travel regularly between sites, coordinate with Bengaluru HQ IT, and ensure secure, reliable connectivity and asset management across multiple locations.

The role requires hands-on expertise and the ability to work independently with minimal

Qualifications

• 3–7 years hands-on IT support, systems administration, or network operations.
• Experience managing IT infrastructure at branch/field sites with minimal supervision.
• Strong networking, hardware, and Microsoft 365 support capabilities.
• Vendor coordination, ISP escalation management, and asset tracking.

Responsibilities

• End-to-end IT operations for Mumbai sites (Pise and Panjrapur).
• Hardware installation, maintenance, and asset management.
• Network configuration, VLANs, firewall policy enforcement, and VPN setup.
• MS 365 end-user support and OS/software deployments.
• Site visits, documentation, and ISMS-compliant reporting.
• Vendor coordination, quotes, and procurement support.
• Ensure security policies and ISMS controls across sites.

Skills

Networking fundamentals

Windows client support

MS 365 administration

VPN setup & management

Field IT troubleshooting

Education

Bachelor’s degree in computer science, Information Technology, Electronics & Telecommunications, or related field

Postgraduate degrees welcome: M.Sc. IT / CS / Networks, MCA, or M.Tech

Diploma qualifications with strong hands-on field experience considered

Tools

CompTIA Network+

Cisco CCNA

MD-102

ITIL Foundation

Job description

About the Role

iPUMPNET (Pump Academy Private Limited) operates a growing network of field installations across utility infrastructure sites in Mumbai, including the Pise and Panjrapur locations. We are seeking an IT Support Engineer to serve as the primary on-ground IT resource for these sites, responsible for end-to-end IT operations, infrastructure maintenance, and field-level technical support.

This is a hands-on field role requiring strong networking fundamentals, practical IT infrastructure skills, and the ability to operate independently at multiple sites. The candidate will be the single point of contact for all IT-related activities at the assigned Mumbai sites and will report to the IT HOD at the Bengaluru headquarters. Regular inter-site travel between Pise and Panjrapur is a key requirement of this role. Candidates must be self-driven, organised, and comfortable working without on-site supervision.

Key Responsibilities

1. End-to-End Site IT Operations

• Act as the primary IT resource for iPUMPNET’s Mumbai office and field site locations (Pise and Panjrapur), covering all day-to-day IT operations.
• Plan, coordinate, and execute regular visits to both site locations to carry out scheduled maintenance, installations, and support activities.
• Maintain an IT operations log and site visit register for all activities carried out at each location.
• Coordinate with the HQ IT team (Bengaluru) for escalations, policy compliance, and infrastructure updates.

2. Hardware Installation & Maintenance

• Install, configure, and maintain desktops, laptops, printers, UPS units, CCTV systems, access points (WAPs), and other IT peripherals across all assigned sites.
• Perform hardware diagnostics, troubleshooting, and repairs; coordinate with vendors for out-of-warranty replacements.
• Maintain and manage structured cabling, rack installations, and patch panel configurations at site server rooms.
• Ensure all hardware is labelled, inventoried, and maintained in line with PAPL’s IT asset management standards.

3. Network Infrastructure – Switches, Firewalls & ISP

• Configure, maintain, and troubleshoot managed network switches (Layer 2/Layer 3), ensuring VLAN segmentation and port configurations are correctly applied.
• Manage and maintain firewall appliances at site level – including rule configuration, firmware updates, and policy compliance in line with HQ security standards.
• Liaise with ISP providers for circuit provisioning, fault resolution, and bandwidth management; elevate and track ISP tickets to closure.
• Monitor WAN/LAN connectivity health at all sites and respond to outages or degraded performance promptly.
• Configure and maintain Wi‑Fi access points (WAPs), SSIDs, and wireless network policies across office and field site locations.
• Support VPN connectivity between site and HQ infrastructure, ensuring secure and stable remote access for authorised users.

4. Systems Administration & End-User Support

• Provide Level 1 and Level 2 IT support to site users – covering hardware, software, connectivity, and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) issues.
• Handle OS installations, software deployments, system updates, and patch management for all site endpoints.
• Manage user onboarding and offboarding activities at the site level, including account provisioning, system setup, and asset handover/collection.
• Administer local server environments (Windows Server) where applicable, including file shares, print services, and backup operations.
• Support Microsoft 365 users with email, calendar, Teams, and SharePoint access issues; elevate identity and licence issues to HQ IT.

5. IT Asset Management & Documentation

• Maintain an accurate, up-to-date IT asset register for all hardware and software assets across Mumbai office and field sites.
• Document all IT configurations, network diagrams, device inventory, vendor contacts, and support procedures in PAPL’s ISMS documentation system.
• Conduct periodic physical asset audits and reconcile findings with the central asset register maintained by HQ IT.
• Maintain AMC and warranty records for all site assets; initiate renewal and service requests in a timely manner.

6. Vendor Management & Coordination

• Serve as the on-ground point of contact for all IT vendors, ISPs, and service partners at Mumbai site locations.
• Coordinate vendor visits for equipment servicing, cabling, installation, and repair activities; ensure all vendor work is completed as per scope and documented.
• Obtain and evaluate vendor quotes for IT procurement; submit to HQ IT for approval before raising purchase orders.
• Maintain vendor contact database and SLA tracking for Mumbai site contracts.

7. Information Security & ISMS Compliance

• Follow and enforce PAPL’s information security policies, IT usage policies, and ISO 27001:2022 ISMS controls at all site locations.
• Report information security incidents, policy violations, or suspicious activities to the CISO / IT HOD immediately.
• Ensure CCTV systems are operational, recording, and retain footage as per PAPL’s surveillance and data retention policies.
• Support periodic ISMS audits by providing accurate documentation, access logs, and asset data as requested by HQ IT.

Required Qualifications & Experience

Education

• Bachelor’s degree in computer science, Information Technology, Electronics & Telecommunications, or a related field (B.E. / B.Tech / B.Sc. IT / BCA).
• Postgraduate degrees welcome: M.Sc. (IT / CS / Networks), MCA, or M.Tech in relevant disciplines.
• Candidates with diploma qualifications and strong hands‑on field experience will be considered on merit.

Certifications (Preferred)

• CompTIA Network+ or Cisco CCNA – strongly preferred; demonstrates mandatory networking knowledge.
• CompTIA A+ or equivalent – preferred for hardware and OS support competency.
• Microsoft Certified: Modern Desktop Administrator Associate (MD‑102) – preferred.
• ITIL Foundation – preferred; relevant for incident and service management practices.
• Any vendor‑specific networking certification (Fortinet NSE, Juniper JNCIA, etc.) – an advantage.

Experience

• 3-7 years of hands‑on experience in IT support, systems administration, or network operations roles.
• Demonstrated experience managing IT infrastructure at branch office or field site environments with minimal supervision.
• Prior experience working in multi‑site or geographically dispersed IT support roles is strongly preferred.
• Proven track record of end‑to‑end IT asset management, including procurement coordination, tagging, and reconciliation.
• Experience with vendor coordination, ISP escalation management, and AMC/warranty tracking.

Technical Skills

Networking (Mandatory)

• Strong working knowledge of TCP/IP, subnetting, VLANs, routing protocols (static routing, OSPF basics), and switching fundamentals – this is a non‑negotiable requirement.
• Hands‑on experience configuring and troubleshooting managed switches (HP/Cisco/D-Link/TP‑Link or equivalent) – VLAN creation, trunk/access ports, STP.
• Practical experience with firewall appliances (Fortinet FortiGate, Cisco ASA, pfSense, or equivalent) – policy rules, NAT, port forwarding.
• ISP circuit management – broadband, leased line, and fibre connectivity troubleshooting and escalation.
• Wi‑Fi administration – access point configuration, SSID management, wireless troubleshooting.
• VPN concepts and configuration – IPSec VPN and SSL VPN for remote access and site‑to‑site connectivity.
• DNS and DHCP administration at LAN/branch level.

Systems & Hardware

• Windows 10/11 endpoint support – installation, configuration, troubleshooting, imaging.
• Windows Server administration basics – file shares, print services, user accounts, backup.
• Hardware support – desktops, laptops, printers, UPS, CCTV IP cameras, structured cabling.
• Microsoft 365 end‑user support – Outlook, Teams, SharePoint, OneDrive.
• Remote support tools – AnyDesk, TeamViewer, RDP or equivalent.
• Basic understanding of Active Directory and user account management.

Documentation & Asset Management

• Proficiency in maintaining IT asset registers, network diagrams, and configuration documentation.
• Familiarity with IT ticketing / ITSM tools for logging and tracking support requests.
• Ability to produce clear site visit reports, vendor correspondence, and escalation summaries.
• Working knowledge of Microsoft Office / Microsoft 365 for documentation and reporting.

What Success Looks Like

• Within 30 days: Complete a thorough audit of all IT assets, network infrastructure, and active vendor agreements across Pise and Panjrapur sites; document findings and share a structured site IT report with HQ IT.
• Within 90 days: Establish a stable, well‑documented network environment at both sites with VLAN segmentation, firewall policies, and ISP connectivity operating reliably; all assets tagged and reconciled in the central asset register.
• Within 6 months: Operate as a fully independent IT resource for Mumbai sites – proactively managing maintenance schedules, vendor relationships, and end‑user support with minimal escalations; all site IT documentation current and audit‑ready.

What We Offer

• Be Part of Something Meaningful – Support IT infrastructure that underpins water utility operations serving communities across Mumbai.
• Ownership & Independence – You will be the go‑to IT person for your sites, with direct responsibility and genuine ownership of site IT operations.
• Exposure Across IT Disciplines – Gain hands‑on experience across networking, systems, vendor management, CCTV, and enterprise IT support within a single role.
• ISO 27001:2022 Environment – Work within a structured, policy‑driven IT environment aligned to PAPL’s ISMS – a strong addition to your professional profile.
• HQ IT Backing – While you operate independently at the Mumbai sites, you will have the full support of the Bengaluru HQ IT team for guidance, escalation, and tooling.
• Competitive Compensation – Aligned with experience and the hands‑on, field‑facing nature of this role.