IT HEAD LEAD

Job Title: IT Support Lead (Helpdesk + L1 Network Engineer + Vendor Coordinator)

Location: Gurgaon

Experience Required: 5-8 years (Minimum-5)

Job Summary

Key Responsibilities

IT Helpdesk Support (60%)

• Provide first-level technical support for desktops, laptops, printers, and software applications.
• Handle ticketing system and respond to support requests (Windows/MacOS).
• Troubleshoot issues related to MS Office 365, Outlook, Teams, and common business applications.
• Manage user onboarding/offboarding including account creation, access control, and asset assignment.
• Install and configure systems and applications based on company policies.
  

L1 Network Engineer (25%)

• Monitor and troubleshoot network connectivity issues (LAN, WAN, Wi-Fi, VPN).
• Assist in basic firewall/router/modem configuration and health checks.
• Escalate complex network issues to L2/L3 or external service providers as required.
• Support IP telephony and video conferencing systems.
• Maintain logs and ensure uptime of basic infrastructure.
  

Vendor Coordination (15%)

• Act as point of contact for IT vendors (hardware suppliers, ISPs, AMC providers).
• Track and manage IT inventory, warranties, and AMC contracts.
• Coordinate service requests, quotes, and follow-ups for timely delivery and support.
• Assist in IT procurement processes and maintain asset registers.
  

Qualifications

• Bachelor's degree in IT/Computer Science or equivalent diploma.
• Industry certifications preferred: CompTIA A+ / Network+ / ITIL Foundation / CCNA (basic).
• Proven experience in Helpdesk/Support and basic network troubleshooting.
• Experience using ticketing tools like Freshservice, ServiceNow, or Zoho Desk.
• Knowledge of Office 365 administration, Active Directory, VPN, and endpoint protection EDR , DLP , Web Proxy
  

Skills

• Excellent problem-solving and multitasking skills.
• Strong communication and interpersonal abilities.
• Vendor management and basic procurement understanding.
• Ability to document SOPs and maintain service logs.
  

Employment Type: Full-time

Shift Timing: Day Shift (Monday to Friday)