Lead- IT Infrastructure & Support

Stemz Healthcare; Gurugram District; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Stemz Healthcare is seeking a proactive Lead IT Infrastructure & Support to manage day-to-day IT operations across the organization. Based in Gurugram, the role focuses on Windows administration, Active Directory, networking, asset management, and end-user support.

You will coordinate IT activities across multiple locations, supervise junior engineers, and ensure high SLA adherence. The position is full-time in the Information Technology department.

Qualifications

• Bachelor's degree in computer science, information technology, engineering, or a related discipline.
• Relevant technical certifications (Microsoft, Networking, ITIL, etc.) will be an added advantage.

Responsibilities

• Provide Level 1 and Level 2 technical support for desktops, laptops, printers, scanners, and peripheral devices.
• Troubleshoot Windows operating systems, software, email, hardware, and application-related issues.
• Support users remotely and onsite across multiple office locations.
• Ensure timely resolution of IT tickets within defined SLAs.
• Coordinate with vendors for hardware repairs and warranty support.

Skills

Windows Administration

Active Directory

Microsoft Office 365

LAN/WAN Networking

DNS & DHCP

TCP/IP

Printer & Peripheral Support

IT Asset Management

Software License Management

Endpoint Security

Backup Verification

IT Documentation

Ticketing Systems

Education

Bachelor's degree in Computer Science / IT / Engineering

Tools

Microsoft Intune / SCCM

PowerShell scripting

Virtualization platforms

Job description

We are looking for a proactive and technically strong Lead IT Infrastructure & Support to manage day-to-day IT infrastructure, end-user support, and IT operations across the organization. The role requires hands-on expertise in Windows administration, Active Directory, networking, endpoint management, IT asset management, and user support while coordinating IT activities across multiple business locations.

Lead IT Infrastructure & Support

Location: Gurugram, Haryana

Employment Type: Full-Time

Department: Information Technology

Reporting To: Head IT / IT Manager

Key Responsibilities

IT Infrastructure & User Support

• Provide Level 1 and Level 2 technical support for desktops, laptops, printers, scanners, and peripheral devices.
• Troubleshoot Windows operating systems, software, email, hardware, and application-related issues.
• Support users remotely and onsite across multiple office locations.
• Ensure timely resolution of IT tickets within defined SLAs.
• Coordinate with vendors for hardware repairs and warranty support.

Windows & Active Directory Administration

• Manage Windows systems, updates, patching, and endpoint configurations.
• Create, modify, disable, and manage Active Directory user accounts and groups.
• Handle password resets, user permissions, and access management.
• Support domain-related issues and user authentication.

Network & Infrastructure Support

• Troubleshoot LAN, WAN, Wi-Fi, DNS, DHCP, IP addressing, printers, and network connectivity issues.
• Coordinate with internet service providers and networking vendors for issue resolution.
• Support switches, routers, firewalls, and other network devices under supervision.
• Ensure continuous availability of office network infrastructure.

IT Asset & License Management

• Maintain accurate inventory of laptops, desktops, accessories, networking equipment, and IT peripherals.
• Track asset allocation, movement, returns, and lifecycle management.
• Maintain software license records and renewal schedules.
• Ensure compliance with software licensing policies.

Endpoint Security & Backup

• Monitor antivirus status and endpoint protection across all devices.
• Ensure timely OS updates, security patches, and endpoint compliance.
• Assist in backup verification and restoration activities.
• Support IT security initiatives and vulnerability remediation.

Documentation & Compliance

• Maintain IT documentation, asset registers, support logs, and issue resolution records.
• Prepare SOPs and process documentation for recurring IT activities.
• Support internal IT audits, ISO/QMS documentation, and compliance activities.
• Track audit observations and ensure timely closure.

Team Coordination

• Coordinate daily IT support activities across locations.
• Guide junior IT support engineers in issue resolution.
• Assign and follow up on support tasks to ensure timely completion.
• Escalate critical infrastructure issues to the reporting manager.

Required Qualifications

• Bachelor s degree in computer science, Information Technology, Engineering, or a related discipline.
• Relevant technical certifications (Microsoft, Networking, ITIL, etc.) will be an added advantage.

Experience

• 2 5 years of hands-on experience in IT Infrastructure, Desktop Support, or System Administration.
• Experience supporting Windows-based enterprise environments.
• Experience handling end-user support across multiple departments.
• Experience in IT asset management and infrastructure documentation.
• Exposure to ticketing systems and SLA-based support environments.

Mandatory Technical Skills

• Windows Administration
• Active Directory (User & Group Management)
• Microsoft Office 365
• Hardware & Software Troubleshooting
• LAN/WAN Networking
• DNS & DHCP
• TCP/IP
• Printer & Peripheral Support
• IT Asset Management
• Software License Management
• Endpoint Security
• Backup Verification
• IT Documentation
• Ticketing Systems

Preferred Skills

• Switch and Router troubleshooting
• Firewall basics
• Remote Desktop Support
• VPN Support
• Basic Server Administration
• Microsoft Intune / SCCM exposure
• IT Audit support
• ISO 27001 / QMS exposure
• PowerShell scripting (basic)
• Knowledge of virtualization platforms

Behavioural Competencies

• Strong ownership and accountability
• Excellent troubleshooting skills
• Good communication skills
• Customer-focused approach
• Ability to prioritize multiple tasks
• Strong coordination and follow-up skills
• Documentation discipline
• Problem-solving mindset
• Ability to work under pressure

Key Performance Indicators (KPIs)

• First-call resolution rate
• SLA adherence
• Average ticket resolution time
• User satisfaction score
• Asset inventory accuracy
• Software license compliance
• Endpoint security compliance
• Backup success rate
• Audit observation closure
• System uptime and availability
• Excellent troubleshooting skills
• Good communication skills
• Customer-focused approach
• Ability to prioritize multiple tasks
• Strong coordination and follow-up skills
• Documentation discipline
• Problem-solving mindset
• Ability to work under pressure