Information Technology Technical Support

IT Support Engineer

Department: Information Technology

Function: IT Infrastructure & Support

Location: Yeshwantpur

Employment Type: Full-time

Job Purpose

To ensure effective IT service delivery across factory and office operations at Gokaldas Exports by maintaining IT infrastructure, network and wireless connectivity, CCTV systems, Microsoft 365 services, Active Directory and end-user computing. The role requires hands-on technical support, incident management and strict adherence to defined service-level agreements (SLAs).

Key Responsibilities

1. Factory IT Infrastructure & Network Support

• Provide on-site IT support for factory operations, ensuring uninterrupted availability of IT services.
• Troubleshoot LAN/WAN connectivity, network switches, routers, access points and wireless networks.
• Install, configure and maintain network infrastructure and connected devices.
• Monitor and troubleshoot CCTV cameras, recording systems and associated network connectivity.
• Coordinate with IT infrastructure teams and external vendors for installations, maintenance and fault resolution.

2. Active Directory & Microsoft 365 Administration

• Manage Active Directory user accounts, access permissions, password resets and group policies.
• Provide technical support for Microsoft 365 applications, Outlook, Teams and Microsoft Office Suite.
• Troubleshoot email access, configuration, synchronisation and delivery issues.
• Support user onboarding, offboarding and access provisioning in accordance with IT policies.

3. End-User Computing & Service Desk

• Provide L1/L2 support for desktops, laptops, printers, peripherals, operating systems and business applications.
• Diagnose and resolve hardware, software, connectivity and user-access issues.
• Log, track, prioritise and resolve incidents and service requests within agreed SLAs.
• Escalate complex issues to the relevant technical teams and follow through until closure.
• Maintain IT asset inventories, support documentation and incident records.

4. IT Service Management & SLA Compliance

• Monitor service desk tickets, resolution timelines and recurring incidents.
• Conduct root cause analysis and implement corrective actions to minimise repeat issues.
• Coordinate with internal stakeholders and service providers to ensure timely service delivery.
• Support IT audits, infrastructure reviews and compliance with company IT policies.
• Provide field support across factory and office locations as required.

Required Skills & Competencies

• Strong hands-on troubleshooting skills in IT infrastructure and end-user support.
• Knowledge of networking, wireless connectivity and CCTV systems.
• Working experience in Active Directory and Microsoft 365 administration.
• Proficiency in desktop support, email troubleshooting and Microsoft Office applications.
• Understanding of IT service management, ticketing systems, incident management and SLA monitoring.
• Strong problem-solving, communication and stakeholder coordination skills.
• Ability to work in a manufacturing or factory environment and provide on-site technical support.

Educational Qualification

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

Experience

• 4 - 11 years of relevant experience is preferred
• Relevant experience in IT infrastructure support, factory IT operations, network administration or end-user computing. The required experience level will be aligned with the approved designation and compensation band.

Key Performance Indicators

• Compliance with agreed SLAs and ticket resolution timelines.
• Availability and reliability of factory IT infrastructure.
• Timely resolution of network, wireless and CCTV incidents.
• Effective support for Active Directory, Microsoft 365 and end-user computing.
• Reduction in recurring incidents and operational downtime.
• User satisfaction and adherence to IT service management processes.