Technical Support Lead

6 days ago

Mohali, India Sphere Global Solutions Full time

Job description

Location:
Mohali Sector 74

Key Responsibilities

A. IT Asset Management

  • Maintain an up-to-date inventory of all IT assets (laptops, desktops, monitors, mobile phones, peripherals, etc.)
  • Tag, track, and record allocation and decommissioning of IT assets
  • Ensure timely procurement, configuration, and disposal of IT equipment
  • Conduct regular audits and asset lifecycle reviews

B. Office 365 Administration

  • Manage and support Office 365 tenant including Exchange, SharePoint, OneDrive, Teams, and Microsoft Intune
  • Create and manage user accounts, distribution groups, and shared mailboxes
  • Enforce security policies and handle data loss prevention (DLP) configurations
  • Monitor licence usage and recommend cost-optimisation where possible

C. End-User Support

  • Provide first and second-line IT support to all office staff (hardware/software issues)
  • Troubleshoot Windows-based systems, printer issues, network connectivity problems, and common business application faults
  • Support employee onboarding and offboarding (device setup, access provisioning, account closure)
  • Train users on basic tech hygiene and IT security best practices

D. Networking & Infrastructure

  • Manage LAN/WiFi connectivity and escalate to providers when necessary
  • Oversee switches, routers, and wireless access points in conjunction with external network support partners if needed
  • Monitor uptime and performance of the office internet and troubleshoot outages
  • Ensure patching and antivirus systems are current and monitored

E. Compliance & Security

  • Enforce endpoint security standards including antivirus, firewall, and device encryption
  • Maintain software licensing compliance and ensure all installations are authorised
  • Support internal IT security audits and recommend improvements
  • Ensure backups (local/cloud) are running and recoverable

F. Required Skills & Experience

  • Minimum 5-10 years of hands-on experience in IT support or infrastructure management
  • Strong experience with Microsoft Office 365 administration (Exchange, Teams, SharePoint)
  • Solid knowledge of Windows OS and desktop/laptop troubleshooting
  • Familiarity with Active Directory, DNS, DHCP, and IP networking
  • Experience with remote support tools (e.g. AnyDesk, TeamViewer, Microsoft Remote Desktop)
  • Ability to manage IT assets and document procedures effectively
  • Excellent communication and stakeholder management skills
  • Experience with small office network setups preferred

G. Desirable Skills

  • Knowledge of Microsoft Intune, Azure AD, or Endpoint Manager
  • Understanding of basic scripting or automation tools (PowerShell)
  • Experience supporting hybrid work environments (VPN, remote desktop)
  • ITIL certification or exposure to structured ticketing and service delivery models

H. Personal Attributes

  • Proactive, self-motivated and able to work independently
  • Detail-oriented with strong organisational skills
  • Able to explain technical concepts in simple, user-friendly terms
  • Calm under pressure and responsive to urgent issues
  • A team player willing to roll up their sleeves and get things done

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