Key Responsibilities:

IT Infrastructure & Network Support

- Manage desktops, laptops, servers, printers, scanners, mobile devices, switches, routers, firewall, Wi-Fi, access points, internet links and related IT hardware.
- Ensure smooth LAN, Wi-Fi, VPN, internet and user access operations across all relevant locations.
- Coordinate with ISPs and vendors for internet speed issues, outages, firewall, switch, access point and connectivity-related matters.
- Maintain network diagrams, IP records, switch-port mapping, rack documentation and device configuration records.

Helpdesk & Ticketing

- Set up and manage a structured IT ticketing/helpdesk system.
- Define ticket categories, priorities, SLAs, escalation matrix and closure standards.
- Ensure all IT complaints and service requests are logged, tracked, resolved and documented.
- Get L1 and L2 support work executed through IT support executives.
- Monitor critical, recurring and unresolved tickets personally.

Uptime & Preventive Maintenance

- Aim for 99.9% to 99.99% uptime for internally controlled critical IT infrastructure, subject to available redundancy, AMC/vendor support, power backup, ISP failover and hardware readiness.
- Prepare and follow preventive maintenance schedules for desktops, servers, firewall, switches, Wi-Fi, UPS and other critical IT devices.
- Maintain incident logs, downtime records, RCA reports and corrective action trackers.

IT Security & Data Protection

- Implement endpoint protection, antivirus, firewall rules, patching, password discipline and access control.
- Monitor user access rights, admin privileges, software installations and device-level restrictions.
- Support secure use of desktops, laptops, servers, mobile devices and cloud platforms.
- Coordinate implementation of tools such as MDM, DLP, device control, email security or access control, wherever required.

Server,



Backup & Business Continuity

- Monitor basic server health, storage, access and backup status.
- Ensure regular backup checks, success verification and periodic restoration testing.
- Coordinate with vendors for server, cloud, firewall, backup and application-level support.
- Support business continuity during system failures, internet outages or hardware breakdowns.

Asset Inventory & Lifecycle Management

- Maintain complete IT asset register covering desktops, laptops, servers, printers, networking devices, mobile devices, licenses, accessories and spares.
- Track allocation, movement, repair, warranty, AMC, insurance and disposal of IT assets.
- Plan upgrades, replacements and procurement based on age, usage, performance and business need.

Vendor & AMC Management

- Coordinate with vendors for hardware, AMC, firewall, ISP, software, server, printer and security tool support.
- Ensure vendor tickets are raised, followed up and closed within committed timelines.
- Maintain vendor contact matrix, escalation matrix, SLA records and AMC renewal trackers.
- Validate vendor recommendations before escalation to management.

Team Management

- Supervise IT support executives handling L1 and L2 support.
- Allocate tasks, monitor ticket closure and ensure disciplined execution.
- Train the team on troubleshooting standards, user communication, documentation and escalation.
- Conduct weekly reviews of open tickets, recurring issues, pending vendor matters and user complaints.

Documentation & Reporting





- Maintain IT documentation including asset records, access records, network diagrams, system configurations, SOPs, issue logs and AMC records.
- Submit weekly reports on open/closed tickets, ageing, escalations and critical incidents.
- Submit monthly reports on uptime, downtime, security status, asset changes, backups, vendor issues and preventive maintenance.
- Maintain audit-ready records for IT assets, user access, software licenses and support activities.

Qualification & Experience:

- Graduate degree / diploma in IT, Computer Science, Engineering, Networking or related field.
- BCA / B.Sc. IT / B.Tech / BE / MCA / Diploma in IT or Networking preferred.
- 610 years of experience in IT support, infrastructure support, network support or systems administration.
- Minimum 23 years of experience in supervising IT support executives or coordinating vendor-led IT support.
- Experience in a mid-sized organisation with multi-floor or multi-location IT infrastructure will be preferred.

Certifications Preferred:
CCNA / Network+ / Microsoft / Azure / Google Workspace / ITIL Foundation / firewall or endpoint security certifications. Certification is preferred but practical experience should be given higher weightage.

Expected Technical Knowledge:

- Windows desktops/laptops and basic server administration
- LAN, WAN, Wi-Fi, VLAN, VPN, routers, switches, firewall and access points
- ISP link troubleshooting and failover coordination
- Endpoint security, antivirus, patching and access control
- Google Workspace / Microsoft 365 administration
- Backup monitoring and basic disaster recovery practices
- Printer, scanner, biometric, CCTV and other connected office devices
- Mobile device support and MDM basics
- Ticketing/helpdesk tools and IT documentation practices

📌 IT Support Manager (Maharashtra)
🏢 Medicca Press
📍 Maharashtra