SUMMARY The Senior IT Operations Support Administrator is the in office IT lead for the local office, covering both in-office and remote support. The role combines first-line user support with management of local IT systems: servers, network hardware and software, security and antivirus, backup and restore, connectivity (internet, WAN/SD-WAN, Wi-Fi) and telecommunications (PBX, handsets, lines). The goal is to keep all local IT services in excellent working order.

The role is also the first point of contact for home-based employees and smaller satellite offices without an IT presence, and owns hardware/software ordering, setup and stock control for the office, satellite offices and home-based users.

RESPONSIBILITIES

Tasks may include, but are not limited to:

Systems and infrastructure

· Maintain network connectivity (hardware and software) and reconfigure it as the Company's needs evolve.

· Monitor and maintain system security, patches and updates/upgrades, and system resources (disk space, logs, memory, bandwidth, internet speed). Systems include Active Directory / Entra ID, file sharing, email, network printing, firewalls, switches, and database and application servers.

· Plan, perform and optimise backup and restore of systems, and contribute to disaster recovery planning and testing.

· Install and maintain Windows system software and commercial business applications (e.g., Microsoft 365, accounting, data management, statistical and publishing tools).

· Write scripts (e.g., PowerShell) to automate routine administration tasks.





· Provide IT support for the adjacent Drug Depot(s), including physical relocation of temperature sensors/loggers and support of the Vaisala monitoring system.

Hardware, procurement and assets

· Manage hardware maintenance (upgrades and replacements), new deployments and decommissioning, directly or with third-party vendors under warranty.

· Source, purchase and install computer equipment as directed by the line manager.

· Maintain stock control and asset records for the office, satellite offices and home-based users.

End-user support (Helpdesk)

· Provide Tier 1 IT support to employees worldwide, on site and remotely.

· Help employees set up their equipment and troubleshoot laptops, desktops, printers, scanners, copiers and mobile devices.

· Log all incidents and requests accurately and promptly in the IT Operations ticketing system, and resolve them within SLA.

· Follow up on issues not resolved at first contact, coordinating with the user, their manager and other support teams inside or outside IT.

· Travel to other offices and visit home-based users when remote support cannot resolve an issue.

· Assist other IT staff with deployment,



maintenance and support of systems and software locally and at remote locations.

· Follow IT Operations processes and ITIL (or similar) practices.

Documentation and administration

· Help develop and maintain the Company's IT SOPs and Local Working Practices (LWPs).

· Document incident details, updates and troubleshooting steps, and build knowledge-base articles.

· Complete form processing and data entry accurately and on time.

· Respond to ad-hoc requests and research from internal staff as directed by the IT Operations Manager.

· Attend job-related training and keep up to date with IT developments and best practices.

Perform other duties as assigned. The duties listed above are representative of the nature and level of work and are not all-inclusive.

REQUIREMENTS

· Technical college diploma or bachelor's degree in IT, Computer Science or a related technical field.

· 5+ years of experience in operating system / LAN administration and end-user support.

· Experience with, and motivation for, a role split of roughly 70% IT customer support and 30% system administration.

· Hands-on experience with Active Directory / Entra ID and Exchange (on-premises and Exchange Online / Microsoft 365).

· Basic understanding of business processes and the systems that support them.

· Excellent written and spoken English.

· Proficiency in the local language of the site is an advantage.

· Willing to support users across time zones and work occasional out-of-hours maintenance window

📌 Senior IT Operations Support Administrator (Thiruvananthapuram)
🏢 TECEZE
📍 Thiruvananthapuram