Lead Network Engineer

Infiniti Research; Bengaluru; On-site; INR 350,000 - 650,000; Full time

Job summary

Infiniti Research is seeking an IT Helpdesk Lead to manage daily operations, provide L2 support, and ensure smooth IT service delivery for end users in Bengaluru, India.

You will troubleshoot Windows, Office 365, VPN, and networking basics, coordinate with internal teams, maintain documentation, and drive ISO and SLA compliance.

Qualifications

• Office 365 Administration
• Windows 10/11 troubleshooting
• Outlook and Teams support
• Basic Active Directory administration
• VPN, printer and hardware troubleshooting
• Ticketing systems & SLA management
• L2 system troubleshooting
• SOP creation & ISO documentation
• IT asset management/documentation
• End-user support coordination
• Basic networking knowledge
• Strong communication and coordination

Responsibilities

• Lead and monitor daily IT helpdesk operations
• Handle L2 support tasks for system and user issues
• Troubleshoot Windows OS, Outlook, Teams, VPN, printers, and hardware
• Coordinate unresolved issues to internal IT teams
• Manage ticket tracking and SLA adherence
• Handle Office 365 administration tasks
• Ensure endpoint security compliance and antivirus management
• Support user account management and access requests
• Prepare and maintain IT asset documentation and inventory records
• Create SOPs, process docs, and knowledge base articles
• Maintain ISO IT documentation and audit records
• Coordinate onboarding and offboarding IT activities
• Support laptop/desktop prep, configuration, and deployment
• Document incidents, assets, and configurations
• Guide helpdesk engineers in resolving daily issues

Skills

Office 365 Admin

Windows Troubleshooting

Outlook/Teams support

Active Directory basics

VPN/Printer/Hardware

Ticketing systems & SLA

L2 system troubleshooting

SOP creation

ISO documentation

IT asset management

End-user support coordination

Networking basics

Communication & coordination

Tools

Active Directory

Job description

Key Responsibilities-

• Lead and monitor daily IT helpdesk operations


• Handle L2 support tasks related to system and user issues


• Troubleshoot Windows OS, Outlook, Teams, VPN, printer, and laptop/desktop-related issues


• Coordinate and redirect unresolved issues to relevant internal IT teams


• Manage ticket tracking and ensure SLA adherence


• Handle Office 365 administration tasks


• Ensure endpoint security compliance and antivirus management


• Support user account management and access requests


• Prepare and maintain IT asset documentation and inventory records


• Create and maintain SOPs, process documents, and knowledge base articles


• Maintain ISO-related IT documentation and audit records


• Coordinate onboarding and offboarding IT activities


• Support laptop/desktop preparation, configuration, and deployment


• Ensure proper documentation of incidents, assets, and configurations


• Guide and support helpdesk engineers in resolving daily technical issues

Required Skills

• Good knowledge of:


• Office 365 Administration


• Windows 10/11 Troubleshooting


• Outlook and Teams support


• Basic Active Directory administration


• VPN, printer, and hardware troubleshooting


• Ticketing systems and SLA handling


• Experience in:


• L2 system troubleshooting


• SOP creation


• ISO documentation


• IT asset management/documentation


• End-user support coordination


• Basic networking knowledge


• Good communication and coordination skills