IT Support Services lead

Universal Electronics; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A technology solutions provider based in Bengaluru is seeking an experienced IT Administrator to manage and support IT infrastructure across the organization. Responsibilities include implementing scalable service desk strategies, overseeing daily operations, and ensuring security compliance. Candidates must hold a Bachelor's degree in a related field and have 10–15 years of relevant experience, including proficiency in Microsoft 365 and Azure Cloud. Strong communication skills and leadership experience are essential.

Qualifications

• Bachelor’s degree in relevant field required.
• 10–15 years of experience in IT administration.
• Proficient in Microsoft 365, Windows Server, and Azure administration.

Responsibilities

• Implement strategies for scalable IT Service Desk and infrastructure.
• Monitor technology needs and conduct risk assessments.
• Oversee daily IT infrastructure operations and service desk issues.

Skills

IT administration

Microsoft 365

Windows Server

Azure Cloud

Communication skills

Conflict resolution

Education

Bachelor’s degree in Computer Science, IT Engineering, or a related field

Tools

Microsoft 365

Windows Server

Azure Cloud

Job description

Job Responsibilities

• Implement strategies for a scalable, secure, and resilient IT Service Desk & infrastructure across all company locations.
• Apply and uphold security and operational standards, policies, and procedures in line with business objectives and regulatory requirements.
• Monitor technology needs, conduct risk assessments, and assist in preparing plans for infrastructure upgrades and security enhancements.
• Track and report on infrastructure and security performance benchmarks; provide updates and recommendations.
• Support the implementation of IT initiatives that promote business growth, operational efficiency, and risk reduction.
• Participate in planning, architecture reviews, and proof‑of‑concept testing for service‑desk, infrastructure, and security projects.
• Assist in preparing and managing budgets for infrastructure projects, security initiatives, and operational expenses.
• Oversee procurement, deployment, and lifecycle management of hardware, software, cloud services, and network components.
• Lead and support hands‑on installation, configuration, and integration of new technologies and system upgrades.
• Evaluate vendors, obtain quotes, coordinate contract processes, supervise implementation, and address technical challenges.
• Research and recommend emerging infrastructure and cybersecurity solutions; conduct assessments and pilots as assigned.
• Work closely with other departments to gather requirements and ensure effective deployment of technology resources.
• Ensure all acquisitions and deployments follow company standards and industry best practices.
• Manage daily IT infrastructure operations, service‑desk and desktop issues, networks, servers, storage, cloud platforms, and endpoint devices.
• Implement, monitor and maintain security controls, vulnerability management, patching, and incident‑response processes.
• Support disaster‑recovery and business‑continuity plans, including participation in exercises and recovery operations.
• Monitor system performance and capacity, troubleshoot, resolve issues, and elevate as needed.
• Track and analyze security incidents and operational metrics; generate reports and support investigations.
• Document and maintain procedures and guides for IT staff and end users; ensure SOX compliance and audit readiness.
• Provide training and technical support to employees and team members.
• Lead or participate in infrastructure and security projects; ensure milestones are met.
• Assist in developing project plans and provide technical support for project tasks.
• Communicate project status, issues, and deliverables to stakeholders and supervisors.
• Recommend and implement process improvements, tools, and practices for IT operations and project execution.
• Maintain working relationships with stakeholders, vendors, and partners.
• Oversee asset‑management for hardware, software, and service contracts within the area of responsibility.
• Field incoming requests to the Service Desk via telephone and e‑mail; prioritize and schedule problems.
• Record, track, and document the service‑desk request‑problem‑solving process, including all decisions and actions until resolution.
• Install anti‑virus software and keep virus definitions up‑to‑date.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands‑on fixes at the desktop level, including installing/upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Perform preventative maintenance, including cleaning workstations, printers, and peripherals.
• Test fixes to assure problems are resolved and perform post‑resolution follow‑ups.
• Uphold SLAs to meet end‑user expectations.
• Maintain inventory of monitors, keyboards, hard drives, modems, network cards, and other components.
• Ensure proper functionality of Meeting Space equipment and maintain organization of meeting rooms.
• Liaise with third‑party support and PC equipment vendors when necessary.
• Assist in configuration and ongoing management of Intune device compliance, conditional access, endpoint security, and identity protection policies.
• Monitor, investigate, and respond to security alerts and incidents across Microsoft and Palo Alto security platforms.
• Lead projects related to Active Directory and Entra ID identity hygiene, access reviews, and least‑privilege enforcement.
• Ensure network documentation and diagrams are accurate, current, and properly maintained.
• Maintain the site’s Cisco Meraki network infrastructure to ensure reliable connectivity and performance.
• Maintain Rubrik backup technologies to protect organizational data.
• Regularly report on the progress of IT projects.
• Resolve or escalates issues through others in a timely fashion.
• Communicate difficult or sensitive information tactfully.

Qualifications and Skills

• Bachelor’s degree in Computer Science, IT Engineering, or a related field.
• Certifications in Business Administration, Project Management, IT Security, or IT Management are a plus.
• Minimum 10–15 years of experience in IT administration, including process development and execution.
• Proficiency in Microsoft 365, Windows Server, and Azure Cloud administration and management.
• Strong written, oral, and interpersonal communication skills.
• Experience supervising technical staff and support teams across multiple time zones.
• Proven experience developing and managing Service Level Agreements and Help‑Desk deliverables.
• Knowledge of office procedures and ability to respond to inquiries professionally.
• Team‑oriented, collaborative, and able to build cooperation across all levels of the organization.
• Detail‑oriented, emotionally mature, self‑motivated, and adaptable to shifting priorities and deadlines.
• Demonstrates discretion, integrity, and professionalism in handling confidential information.
• Strong relationship‑management, conflict resolution, and performance‑management skills.
• Excellent communication and documentation skills; able to present technical concepts to non‑technical audiences.
• Effective at prioritizing and executing tasks under pressure, with strong analytical and problem‑solving abilities.

Work Conditions

• Standard 40‑hour work week; after‑hours work may be required with supervisor’s approval.
• Ability to participate in training sessions, presentations, and meetings.
• Some travel may be required to meet with clients, stakeholders, or off‑site personnel.
• Ability to sit for extended periods and manual dexterity required to operate computers and related equipment.