Role & responsibilities

1. IT Infrastructure Management

- Manage and maintain the complete IT infrastructure across all offices, including desktop computers, laptops, routers, switches, Wi-Fi access points, LAN cabling, printers, scanners, NAS, UPS, and other peripherals.
- Maintain a complete IT asset inventory covering device name, user, location, serial number, configuration, warranty, AMC status, issue date, and condition.
- Monitor infrastructure health, uptime, system performance, disk capacity, network availability, and hardware condition.
- Plan infrastructure upgrades, replacement schedules, and capacity requirements as per employee growth, office expansion, and business requirements.
- Coordinate new device setup, configuration, deployment, replacement, and decommissioning.
- Maintain spare-device readiness, where approved, for critical employee replacements or breakdown support.
- Conduct periodic hardware health checks, dust cleaning, preventive maintenance, and performance optimization.
- Maintain proper records for old hardware, e-waste disposal, repair history, replacement approvals, and disposal handover.

2. Desktop, Laptop and Peripheral Support

- Provide end-to-end support for office desktop PCs, laptops, monitors, keyboards, mice, printers, scanners, and other IT peripherals.
- Diagnose and resolve hardware issues such as boot failures, power issues, slow performance, motherboard/SMPS faults, RAM/SSD/HDD issues, display problems, and peripheral connectivity failures.
- Coordinate RAM, SSD, HDD, battery, display, motherboard, SMPS, and other part replacements after approval.
- Install, reinstall, configure, and optimize Windows operating systems.
- Manage driver installation, updates, BIOS/firmware updates, system patching, and device health checks.
- Perform antivirus, malware, and virus troubleshooting; ensure endpoint protection is active and updated.
- Assist users with data backup, data migration, device replacement, and secure data transfer between systems.
- Configure and troubleshoot printers, scanners, shared printers, printer drivers, and network printing issues.
- Maintain a ticket/log system for all user complaints, service requests, repairs, pending issues, and closure status.

3. Network, LAN and Wi-Fi Management

- Manage LAN, WAN, Wi-Fi, routers, switches, network points, cabling, and inter-office connectivity across all locations.
- Maintain an updated network topology diagram showing routers, switches, access points, NAS, WAN/ISP connections, VPN links, IP address ranges, and key network equipment.
- Maintain switch-port mapping, router configuration records, IP-address documentation, DHCP details, DNS configuration, and network-device inventory.
- Troubleshoot LAN and network-connectivity issues, including packet loss, network loops, latency, slow-speed problems, cable faults, faulty RJ45 connectors, and LAN-port failures.
- Conduct periodic cable testing, port testing, Wi-Fi coverage review, bandwidth utilization analysis, network congestion analysis, and network performance assessments.
- Configure and maintain DHCP, DNS, static IP addresses, VLANs, and access controls where required.
- Coordinate with ISPs for broadband outages, leased-line issues, configuration changes, service escalation, and downtime resolution.
- Ensure standard network configurations, naming conventions, documentation, and security practices across all offices.
- Maintain a record of all network changes, including configuration backup before and after significant changes.

4. TP-Link Omada, Firewall and VPN Administration

- Configure, manage, monitor, and maintain TP-Link Omada routers, switches, firewall devices, controllers, and Wi-Fi network components.
- Manage site-to-site VPN connectivity between offices and remote-access VPN connectivity for authorized employees.
- Create, modify, disable, and review VPN users according to authorized access requirements.
- Monitor VPN performance, usage, logs, connection failures, and security events.
- Configure firewall policies, access-control rules, network segmentation, internet controls, and device access controls.
- Ensure only authorized users, devices, and services have access to company systems and network resources.
- Perform router, firewall, switch, and Omada firmware upgrades after testing and approval.
- Maintain configuration backups for network devices and ensure restoration capability after configuration failure or device replacement.
- Review internet failover options and implement approved redundancy arrangements for critical office connectivity.
- Troubleshoot inter-office communication, remote-access failures, firewall blocks, VPN connectivity issues, and network-performance concerns.

5. My Cloud NAS and Data Storage Management

- Manage the My Cloud NAS environment for centralized business file storage, sharing, access control, capacity planning, and data availability.
- Create, modify, and disable NAS user accounts, shared folders, and permissions based on approved access requirements.
- Ensure access to sensitive financial, operational, HR, and management data is restricted only to authorized users.
- Monitor NAS health, disk health, storage capacity, network share availability, firmware status, and performance.
- Configure and maintain backup processes for critical NAS data and ensure backup copies are retained appropriately.
- Troubleshoot NAS connectivity, file-share access, user permissions, remote access, storage availability, and synchronization issues.
- Coordinate data recovery support when required and ensure no data is accessed, copied, changed, or removed without authorized approval.
- Maintain NAS configuration documentation, user-permission records, backup logs, storage reports, and recovery procedures.

6. Backup, Disaster Recovery and Business Continuity

- Manage centralized backup arrangements for critical company systems, shared folders, NAS data, financial records, operational files, and other approved business data.




- Ensure scheduled backups run successfully and investigate failed, incomplete, or delayed backups immediately.
- Maintain backup logs showing date, system/data source, backup result, storage location, and exceptions.
- Periodically test data restoration to confirm that backup data is usable and recovery processes work as intended.
- Develop, document, update, and test IT disaster-recovery and business-continuity procedures.
- Maintain an inventory of critical IT assets, applications, data sources, vendor contacts, ISP details, backup locations, and recovery priorities.
- Plan for alternate connectivity, spare equipment, configuration backups, and recovery actions for critical systems.
- Report material risks related to data loss, system failure, capacity shortage, backup failure, or network vulnerability to management promptly.

A practical disaster-recovery plan should be documented and tested, with recovery data identified, logged, and available during an emergency. 7. Software, ERP and User Administration

- Install, configure, update, and troubleshoot Microsoft Windows, Microsoft Office/Microsoft 365, antivirus, browsers, PDF tools, printers/scanners, and other approved business applications.
- Support ERP, TMS, logistics software, attendance software, billing tools, accounting software, and other company applications in coordination with relevant functional teams or software vendors.
- Manage user accounts, passwords, access rights, shared-folder permissions, email configuration, remote-desktop access, and approved software access.
- Set up IT requirements for new employees, including device allocation, email configuration, user account creation, printer access, shared-folder permissions, ERP access, and VPN access.
- Complete IT offboarding for employees leaving the organization by disabling accounts, removing access, collecting company assets, securing business data, and updating inventory records.
- Maintain software inventory, licensing status, renewal dates, license allocation, warranty details, and procurement requirements.
- Ensure that no unlicensed, unauthorized, or unsupported software is installed without management approval.
- Clearly distinguish between support covered by internal IT/AMC and paid external licenses such as Windows, Microsoft 365, antivirus, cloud backup, and specialized application licenses.

8. IT Helpdesk and Employee Support

- Provide day-to-day IT support to all office and remote employees for systems, connectivity, email, printer/scanner, software, VPN, user access, passwords, and device issues.
- Maintain a central support channel through approved phone, WhatsApp, email, or ticketing system.
- Create a ticket or service log for each complaint, recording the issue, date/time, employee, location, severity, action taken, assigned vendor if applicable, and closure confirmation.
- Classify issues by urgency and ensure timely response according to internal service-level requirements.
- Escalate repeated, business-critical, data-security, or multi-office issues promptly to management and relevant vendors.
- Train employees on basic IT usage, password hygiene, phishing awareness, safe file-sharing, data protection, VPN use, and reporting suspicious activity.
- Maintain courteous, user-focused support while ensuring compliance with security policies and approval processes.

9. Cybersecurity and IT Compliance

- Implement and maintain antivirus, endpoint security, firewall rules, security patches, password controls, user-access controls, and secure remote-access practices.
- Monitor for malware, unauthorized software, suspicious logins, abnormal network traffic, inactive antivirus status, and other potential security risks.
- Ensure operating systems, browsers, business applications, and network devices are updated in a controlled manner.
- Enforce password rules, user authentication, least-privilege access, role-based access, and timely removal of inactive or exited-user accounts.
- Conduct periodic vulnerability checks, security audits, access reviews, antivirus reviews, and configuration reviews.
- Protect financial, operational, customer, employee, and management data from unauthorized access, modification, loss, or disclosure.
- Maintain incident records and report any suspected data breach, malware incident, unauthorized access, or significant security event immediately to management.
- Develop and enforce IT policies related to system usage, asset allocation, password management, internet usage, software installation, data storage, backups, remote access, and information security.

10. Vendor, AMC and Procurement Management

- Act as the internal owner for all IT AMC vendors, hardware vendors, software vendors, ISPs, CCTV/network vendors, printer/copier vendors, and other technology service providers.
- Prepare technical scopes of work, evaluate vendor quotations, compare inclusions/exclusions, and recommend vendors based on coverage, skill, SLA, commercial terms, and service capability.
- Ensure all AMC agreements clearly define device coverage, preventive-maintenance frequency, remote support, on-site visits, response time, resolution time, spare-parts policy, labor charges, emergency support, and exclusions.
- Track vendor SLA performance, open tickets, repeat issues, visit reports, invoices, quotation approvals, AMC renewals, warranty dates, and service quality.
- Verify vendor work completion before certifying invoices or recommending payment.
- Coordinate technical procurement for desktops, laptops, routers, switches, NAS devices, UPS, printers, accessories, cables, storage devices, antivirus, software licenses, and other IT requirements.




- Maintain IT procurement records, comparative statements, approvals, purchase documentation, warranty details, and asset-register updates.
- Ensure vendors do not access, copy, modify, or remove company data without proper authorization and supervision.

Vendor-management responsibilities typically include overseeing service-level agreements, reviewing technical proposals, coordinating incident resolution, and maintaining vendor-related technical documentation. 11. Documentation, Reports and Policy Management

- Maintain updated documentation for network architecture, router/firewall/switch configurations, VPN setup, NAS configuration, IP address allocation, Wi-Fi details, device inventory, software licenses, warranties, and AMC contracts.
- Maintain IT policies, standard operating procedures, user-access procedures, backup procedures, incident-response procedures, and escalation contacts.
- Prepare monthly IT reports covering:
- System and network uptime.
- Internet and VPN downtime.
- IT tickets received, resolved, pending, and escalated.
- Preventive-maintenance activities completed.
- Backup status and restoration-test results.
- Antivirus and security status.
- Asset additions, repairs, replacements, and disposals.
- Vendor/AMC performance and outstanding service issues.
- Software-license, warranty, and renewal status.
- Infrastructure risks and recommended upgrades.
- Prepare incident reports for major outages, repeated faults, security events, data risks, or business-impacting technical failures.
- Standardize IT processes and documentation across all offices.

12. Preventive Maintenance Schedule

Quarterly activities

- Desktop and laptop health checks.
- Dust cleaning and basic hardware inspection.
- Antivirus, operating-system, and application update review.
- Network health check, Wi-Fi review, cable/port testing, router/switch review, and configuration backup.
- NAS health check, storage-capacity review, disk-health check, backup verification, and access-permission review.
- VPN performance review and remote-access user review.
- Security configuration and password/access review.
- Asset inventory verification and repair/replacement status review.

Annual activities

- Complete IT infrastructure audit.
- Network topology and configuration-documentation update.
- Hardware lifecycle and replacement-plan review.
- Full IT asset inventory verification.
- Cybersecurity and access-control assessment.
- Backup and disaster-recovery review, including restoration testing.
- AMC/vendor performance review and renewal recommendation.
- IT budget and upgrade recommendations for the next financial year.

Preventive infrastructure maintenance, network monitoring, regular security review, asset control, and vendor oversight are core elements of IT operations management Service-Level Expectations

Priority

Example

Target response

Target action

Critical P1

Entire office internet/network down, NAS unavailable, major cyber incident, ERP unavailable for all users

Within 3060 minutes

Immediate workaround/escalation and continuous follow-up until service restoration

High P2

Multiple users affected, VPN/inter-office connectivity failure, critical printer/server issue

Within 1–2 hours

Same-day resolution or explicit escalation plan

Medium – P3

Individual system, application, printer, or network issue

Within 4 working hours

Resolution within agreed working timeline

Low – P4

New-user setup, software request, general configuration, minor access request

Within 1 working day

Planned completion as per priority and approvals

Required Qualifications and Experience

- Graduate or diploma in Information Technology, Computer Science, Networking, Electronics, or a related technical field.
- Relevant certifications in networking, firewall, cybersecurity, Microsoft systems, NAS/storage, or TP-Link Omada are preferred.
- Minimum 4–7 years of hands-on experience in IT infrastructure, desktop support, LAN/WAN, routers, firewalls, VPNs, Windows administration, backups, and vendor coordination.
- Experience supporting multi-office operations and remote users is strongly preferred.
- Experience with TP-Link Omada, VPN configuration, NAS storage, user-access management, ERP/TMS support, and IT AMC/vendor management will be an advantage.

Preferred candidate profile

Required Skills

- Strong troubleshooting ability for desktops, laptops, printers, LAN, Wi-Fi, routers, switches, VPNs, NAS, and Windows systems.
- Working knowledge of TP-Link Omada, firewall policies, VLANs, DHCP, DNS, IP addressing, VPNs, and network documentation.
- Knowledge of backups, file permissions, NAS management, basic cybersecurity controls, antivirus, patching, and data-recovery coordination.
- Proficiency in IT asset management, Excel-based records, documentation, vendor comparisons, and service tracking.
- Strong communication and coordination skills for supporting employees, branches, vendors, ISPs, and management.
- High ownership, integrity, confidentiality, discipline, and ability to work calmly during critical incidents.

Key Performance Indicators

- Network and internet uptime across offices.
- VPN and inter-office connectivity availability.
- Average response and resolution time for P1–P4 incidents.
- Percentage of IT tickets resolved within defined SLA.
- Percentage of preventive-maintenance activities completed on schedule.
- Backup success rate and successful restoration-test rate.
- NAS storage availability, disk-health status, and access-permission accuracy.
- Percentage of systems with active antivirus, current patches, and valid licenses.
- Accuracy and completeness of IT asset, software-license, warranty, and AMC records.
- Number of recurring incidents, unresolved issues, or repeat vendor failures.
- Timely completion of onboarding and offboarding IT checklists.
- Vendor SLA adherence and timely closure of third-party support tickets.
- Number and severity of cybersecurity incidents, audit observations, or data-security gaps.
- Timely submission of monthly IT health, risk, and service reports.

📌 In-House IT Manager (Mumbai)
🏢 MD Movers
📍 Mumbai