Senior IT Administrator

Responsibilities:

• Provide dedicated VIP support to leadership and senior stakeholders, ensuring priority handling, minimal downtime, and end-to-end ownership of their IT requirements.
• Support VIP users during meetings, conferences, town halls, and video calls, including AV/conference room setup and pre-meeting readiness checks.
• Own IT service delivery for the assigned locations, ensuring SLA adherence and consistent support quality.
• Maintain and update the complete IT asset inventory, including lifecycle tracking from procurement to decommissioning.
• Conduct regular physical asset verification and reconciliation, and coordinate with procurement/finance for tagging, disposal, and audits.
• Manage all user devices (Windows, macOS, and Linux) through MDM platforms such as JumpCloud, ensuring policy enforcement, updates, and security compliance.
• Administer endpoint security tools such as Kaspersky (antivirus) and Safetica (DLP).
• Monitor antivirus, patching, and compliance dashboards; assist with vulnerability management and VPN/Sophos Firewall support (good to have).
• Manage user accounts and access via Active Directory / Identity Management (JumpCloud), including role-based access reviews.
• Own the end-to-end onboarding and offboarding process of device allocation, access provisioning, asset recovery, and timely deprovisioning.
• Provide L1/L2 desktop support for Windows, macOS, and basic Linux, including installation, configuration, and troubleshooting.
• Resolve common IT issues (hardware, software, network, email, VPN), handle escalations, and escalate critical incidents when required.
• Drive root cause analysis and problem management for recurring issues, and implement permanent fixes to reduce ticket volume.
• Support change management for planned rollouts, evaluation, testing, and deployment of new tools and policies.
• Manage software deployment, license tracking, renewals, and compliance reporting.
• Coordinate with vendors and OEMs for procurement, repairs, warranties, AMCs, and support escalations.
• Contribute to IT procurement planning, hardware refresh cycles, and budget inputs.
• Track and report IT KPIs (ticket volume, SLA compliance, asset accuracy, and endpoint compliance) to management.
• Act as a point of escalation for junior engineers and support knowledge sharing, SOP creation, and training across the IT team.
• Maintain IT documentation and ensure compliance with security standards, data protection policies, and audit requirements.

Requirements:

• Bachelor's degree in computer science, IT, or a related field with 4-6 years of IT support/asset management experience.
• Strong knowledge of MDM tools (e. g., JumpCloud), antivirus (e. g., Kaspersky), and DLP solutions (e. g., Safetica), with hands-on experience on Windows, macOS, Linux, and common applications.
• Proven experience in providing VIP/executive support with a high level of professionalism, discretion, and responsiveness.
• Solid understanding of endpoint security, patch management, device compliance, endpoint hardening, and access control.
• Experience with ticketing systems (Jira, ManageEngine ServiceDesk), including SLA management, reporting, and process improvement.
• Good understanding of networking (LAN/Wi-Fi, IP, VPN, and firewall) and working knowledge of ITIL processes like Incident, Problem, Change, and Asset Management.
• Experience in software license management, IT procurement, and vendor negotiation and coordination.
• Ability to own escalations, mentor junior engineers, and drive resolution of complex or recurring issues independently.
• Experience managing conference rooms and AV infrastructure for meetings and leadership events. Certifications such as ITIL Foundation, Microsoft, Apple, or JumpCloud Core are good to have.
• Excellent troubleshooting, analytical, and communication skills with the ability to manage multiple priorities independently.
• Willingness to work 5 days a week from the Bangalore office.
• Required: MDM, JumpCloud, Desktop Support, VIP Support, IT Operations, Windows Server, Antivirus Management, Kaspersky, Safetica, DLP, Endpoint Security, Mac Os, Linux, Troubleshooting, Technical Support, Windows, ITSM, Incident Management, Problem Management, Change Management, Asset Management, Vendor Management, IT Compliance.