IT Service Desk & Operations Lead || Pune

Role & responsibilities

• Provide Level 2 support for hardware (servers, desktops, laptops, printers) and operating systems (Windows/Linux).
• Perform routine server maintenance and monitoring of core infrastructure components.
• Manage IT assets inventory, hardware lifecycle, and basic on-site troubleshooting.

Site Build & Setup:

• Assist in IT setup for new offices/sites, including cabling, rack setup, server room configuration, and hardware installation.
• Collaborate with internal teams and vendors during office expansion, relocation, or renovation projects.
• Standardize IT infrastructure across sites as per company guidelines.

Network Support:

• Monitor and support LAN/WAN, firewall, switches, access points, and VPN systems.
• Troubleshoot network performance issues and escalate to L3 or vendors if required.
• Maintain documentation of network diagrams and IP schemes.

Video Conferencing & AV Systems:

• Support and maintain video conferencing systems (Zoom, Teams, Webex, Polycom, etc.).
• Troubleshoot AV equipment issues in meeting rooms and ensure optimal performance.
• Coordinate setup for town halls, hybrid meetings, and live sessions.

Operational Duties:

• Handle incident tickets escalated from L1 support and ensure timely resolution.
• Maintain documentation for IT procedures, FAQs, and asset tracking.
• Participate in regular patching, system upgrades, and health checks.
• Ensure adherence to IT security, data privacy, and compliance standards.

Required Skills & Qualifications:

• Experience in an IT infrastructure or operations role.
• Strong working knowledge of Windows Server, desktop support, and networking fundamentals.
• Good understanding of AV/VC systems and conferencing technologies.
• Strong troubleshooting skills and customer-service orientation.
• Familiarity with ITSM tools (e.g., ServiceNow, JIRA, Freshservice) is a plus.

Preferred candidate profile