This is a dual role that combines IT helpdesk and Infrastructure functions. The helpdesk function is to ensure proper computer operation that includes receiving, prioritizing, documenting, and actively resolving end user help requests so that end users can accomplish business tasks. The infrastructure function is to ensure proper maintenance of systems that includes Installing, configuring, maintaining & monitoring all IT infrastructure solutions. Customer service & communication skills are vital to this role and it requires a strong understanding of the IT infrastructure domain.

Note: We require a candidate with solid software application and operating system knowledge, not just hardware support capabilities.

KEY RESPONSIBILITIES

The Infrastructure and Helpdesk Officer will ensure that all below responsibilities are aligned with the IT policies, strategy and directives.

Essential Functions: Infrastructure Maintenance

- Install, configure, maintain & monitor all end-user hardware (PC, printers, barcode, iphone, etc).
- Install, configure, maintain & monitor all end-user software applications (Windows, MS Office, Outlook, etc).
- Demonstrate deep technical knowledge of software environments, including advanced OS configuration, software patches, application deployment, and licensing.
- Monitor all network and server activities (daily, weekly and monthly control reports).
- Log and record all system changes and maintain these records.




- Participate in Infrastructure projects with the Infrastructure Project Leader.

Essential Functions: Helpdesk

- Perform as the first point of contact for all end user IT assistance requests.
- Maintain Records for all requests, track until resolution and archive for future reference using the company helpdesk tool.
- Escalate IT issues for resolution where appropriate and in accordance with the Helpdesk policy.
- Communicate service outage / disruption notices to users that are affected by the outage.
- Maintain service records for maintenance carried out.
- Required to travel and meet end-users to resolve support requests if required.
- Resolve all first-level IT assistance requests in the following areas:
- MS Office (Word, Excel, PowerPoint)
- Outlook, Windows 10/11
- OneDrive
- Configuration and maintenance of multifunction Printers (HP, Xerox, etc.)
- Remote access tools
- SharePoint end-user troubleshooting
- Video Conferencing
- Laptop & Computer general usage
- Backup maintenance
- Mobile Devices
- Office 365

Required Experience

- 4-6 years recent experience in a Helpdesk and /or Systems administration role.
- Solid understanding of software deployment, OS troubleshooting, and application configurations alongside hardware support.
- Industry certifications like MCSE, A+, ITIL and CCNP.
- Exposure to IT Infrastructure projects.

📌 IT Infrastructure and Helpdesk Administrator-Leading Retail Company (Mumbai)
🏢 Vsquare Consultants
📍 Mumbai