It Infrastructure Specialist

Job Description IT Infrastructure Specialist

Position: IT Infrastructure Specialist

Department: Information Technology (IT)

Experience: 7 - 9 Years

Location: Pune

Position Overview:

We are looking for an experienced and customer-focused IT Infrastructure Specialist to join our IT team. The role is responsible for providing first-level and second-level technical support to end-users while ensuring the smooth functioning, security, and availability of the organization's IT infrastructure. The ideal candidate will possess strong expertise in IT support operations, Microsoft cloud technologies, endpoint management, and IT service management, along with excellent communication and problem-solving skills.

Responsibilities:

• Act as the primary point of contact for all IT infrastructure and end-user support requests.

• Provide technical support for desktops, laptops, printers, peripherals, software installation, configuration, and troubleshooting.

• Manage and resolve IT incidents through ITSM tools, email, phone, and in-person support while ensuring SLA compliance.

• Diagnose hardware, software, operating system, and network-related issues and escalate complex incidents to appropriate teams or vendors.

• Support and administer Microsoft Office 365, Exchange Online, Microsoft Defender, and Microsoft Intune environments.

• Monitor IT infrastructure to proactively identify and resolve performance, security, and availability issues.

• Perform routine system maintenance, software updates, patch management, and preventive health checks.

• Maintain accurate documentation of incidents, troubleshooting procedures, system configurations, and technical knowledge articles.

• Develop user guides and contribute to the organization's knowledge base for self-service support.

• Conduct end-user training sessions on IT policies, security awareness, and effective use of business applications.

• Ensure compliance with ISO 27001 information security standards and IT governance processes.

• Coordinate with internal teams and external vendors for issue resolution, hardware procurement, and support activities.

• Participate in IT infrastructure improvement initiatives, technology upgrades, and project implementations.

Required Skills & Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related discipline.

• 7 - 9 years of experience in IT Helpdesk, IT Infrastructure Support, or IT Operations.

• Strong knowledge of:

o Microsoft Exchange Online

o Microsoft Office 365

o Microsoft Defender

o Microsoft Intune

• Hands-on experience with Windows operating systems, desktop/laptop support, software deployment, and endpoint management.

• Good understanding of IT Service Management (ITSM) processes and incident management.

• Familiarity with ISO 27001 Information Security Management Systems.

• Strong troubleshooting skills across hardware, software, operating systems, and basic networking.

• Excellent verbal and written English communication skills.

• Ability to build effective working relationships with business users and cross-functional teams.

• Preferred Qualifications:

• Certifications such as ITIL, COBIT, Microsoft Azure, or equivalent. •

• Experience with enterprise networking technologies including HP, Cisco, Meraki, or Huawei.

• Exposure to IT infrastructure monitoring and security tools.

• Experience working in a multinational or global support environment.

• Core Competencies: Customer-focused approach with strong service orientation.

• Excellent analytical and problem-solving skills.

• Strong communication and interpersonal abilities.

• Ability to prioritize and manage multiple support requests simultaneously.

• Proactive mindset with strong ownership and accountability.

• Ability to work independently and collaboratively within a team.

• Strong documentation, reporting, and presentation skills.

• Strategic thinking with the ability to recommend process improvements and technology enhancements.

• Adaptability to changing technologies and business requirements.