Desktop Support Engineer

Position: Assistant Manager - Internal IT

Work Location: Airoli, Navi Mumbai (WFO)

Job Summary

The Assistant Manager - Internal IT will be responsible for managing IT infrastructure, end-user computing services, network and security operations, IT asset lifecycle management, vendor coordination, and compliance activities. The role requires hands-on expertise in IT operations, cybersecurity, network administration, and user support to ensure smooth business operations and adherence to organizational standards.

Key Responsibilities

IT Operations & User Support

• Resolve IT incidents and service requests within defined SLAs.
• Provide support for desktops, laptops, operating systems, and business applications.
• Support Microsoft 365 services including Outlook, Teams, and OneDrive.
• Troubleshoot network, VPN, printer, internet, and user connectivity issues.

Identity & Access Management

• Manage Active Directory user accounts, groups, permissions, and access requests.
• Handle user onboarding, offboarding, and access provisioning activities.
• Ensure compliance with organizational access control policies.

Network & Security Administration

• Configure and manage Fortinet firewalls, firewall policies, and VPN connectivity.
• Configure, monitor, and troubleshoot Aruba wireless infrastructure.
• Analyze SOC alerts, investigate security incidents, and implement remediation actions.
• Manage endpoint security compliance, including antivirus and EDR solutions.
• Deploy and administer Trellix Drive Encryption and maintain recovery keys.

Infrastructure & Hardware Management

• Troubleshoot desktop, laptop, and server hardware-related issues.
• Coordinate with OEMs and vendors for warranty support, repairs, and hardware replacement.
• Manage spare inventory and optimize hardware utilization.
• Track and coordinate vendor support cases until closure.

IT Asset & Vendor Management

• Manage the complete IT asset lifecycle, including procurement, allocation, reassignment, retrieval, and disposal.
• Perform secure data wiping and device preparation before redeployment.
• Conduct quarterly IT asset verification and maintain accurate inventory records.
• Coordinate with vendors for procurement, warranty claims, and support services.

Compliance & Documentation

• Ensure compliance with Quality, EOHS, and Information Security requirements.
• Maintain IT documentation, operational reports, asset records, and audit evidence.
• Support internal and external audits.

Required Skills

End User Computing Support

Working knowledge of AD and M365 products

Fortinet Firewall Management

Aruba Wireless Infrastructure

VPN Administration & Troubleshooting

Endpoint Security Solutions (AV/EDR)

Network Troubleshooting (LAN/WAN/Wi-Fi)

Vendor Management

Qualification & Experience

Bachelors degree in information technology, Computer Science, or related field.

5-8 years of experience in IT Infrastructure, End User Computing, Network Administration.