Lead IT Infrastructure & Support

Location: Gurugram, Haryana

Employment Type: Full-Time

Department: Information Technology

Reporting To: Head IT / IT Manager

Role Summary

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.

The ideal candidate should be capable of independently troubleshooting infrastructure issues, maintaining IT compliance, managing hardware/software assets, ensuring SLA adherence, and supporting IT audits. This role also requires coordinating with vendors, internal stakeholders, and junior IT team members to ensure uninterrupted business operations.

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

- Solid 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

📌 Lead- IT Infrastructure & Support (Gurugram)
🏢 Stemz Healthcare
📍 Gurugram