IT Systems & Infrastructure Engineer

Department: Technology

Reports To: Head of Technology

Location: Worli, Mumbai

Employment Type: Full-time

Position Overview

The IT Systems & Infrastructure Engineer will be responsible for managing and maintaining the

organization’s complete IT infrastructure, including systems, networks, hardware, and software

assets. This role requires a hands-on professional capable of independently handling day-to-day

IT operations, troubleshooting, system maintenance, cybersecurity compliance, and vendor

coordination. The position also covers IT asset management, renewals, and ensuring

uninterrupted technology support for all business functions.

Key Responsibilities

• Provide end-to-end technical support for all hardware, software, and network-related

issues, ensuring minimal downtime.

• Diagnose and resolve desktop, laptop, and peripheral problems, including hardware

troubleshooting and minor repairs.

• Configure, monitor, and maintain Sophos Advanced X Intercept (endpoint protection)

for all systems to ensure cybersecurity compliance.

• Administer Active Directory, Microsoft 365, and other enterprise applications (user

accounts, access rights, and policies).

• Manage and regularly update the complete IT asset inventory (hardware, software,

accessories, licenses).

• Track and ensure timely renewal of domains, SSL certificates, and software licenses.

• Provide basic maintenance and troubleshooting support for EPABX/telephony systems.

• Coordinate with vendors and service providers for IT procurement, maintenance,

repairs, and bill processing/payment follow-ups.

• Handle network troubleshooting (LAN/WAN, VPN, Wi-Fi, firewall connectivity).

• Assist with server monitoring, patching, and upgrades as required.

• Participate in system upgrades, migrations, and deployments to ensure seamless

implementation.

• Maintain detailed documentation for incidents, resolutions, IT assets, and processes.

• Ensure adherence to company IT policies, data protection standards, and cybersecurity

protocols.

Qualifications & Skills

Education & Experience:

• Bachelor’s degree in Information Technology, Computer Science, or equivalent

experience.

• 2–4 years of relevant hands-on experience in IT support and infrastructure management,

preferably in an enterprise setup.

Technical Skills:

• Strong working knowledge of Windows 10/11, macOS, and Microsoft 365

administration.

• Proficiency with Active Directory, Group Policy, and user access management.

• Experience with endpoint protection tools such as Sophos Advanced X Intercept.

• Solid understanding of network protocols and troubleshooting (DNS, DHCP, VPN,

routing, switching).

• Familiarity with IT asset management tools and ticketing systems (ServiceNow,

ManageEngine, Jira, etc.).

• Basic knowledge of EPABX/telephony systems and their maintenance.

• Exposure to vendor coordination and IT procurement workflows.

• Awareness of ITIL best practices and SLA management.

Soft Skills:

• Strong analytical and troubleshooting abilities.

• Excellent communication and interpersonal skills.

• Highly organized, proactive, and detail-oriented, especially in managing renewals and

billing.

• Ability to work independently and take full ownership of IT responsibilities.

Certifications (Preferred)

• CompTIA A+ / Network+ / Security+

• Microsoft Certified: Modern Desktop Administrator / Azure Fundamentals

• Sophos Certified Engineer

• ITIL v4 Foundation

Key Performance Indicators (KPIs)

• Timely and effective resolution of IT support requests

• High system uptime and endpoint protection compliance

• Accuracy and completeness of IT asset and license records

• User satisfaction and service feedback scores

• On-time renewals and closure of vendor-related process