Lead- IT Infrastructure & Support

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

Strong 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 .