Job Description
We are seeking a dedicated and technically skilled Assistant Manager – System & IT Helpdesk to oversee enterprise infrastructure, user support, and helpdesk operations. The role combines system administration responsibilities across Dell and Sangfor HCI, Windows Server, Linux, and Microsoft 365, with leadership in end-user support services. The ideal candidate will ensure high availability of systems, secure IT operations, and prompt resolution of user issues through efficient helpdesk management.
System Administration & Infrastructure:
- Manage and maintain Dell EMC and Sangfor HCI environments, including virtual machines, storage, clustering, and resource allocation.
- Administer and support Windows Server 2016/2019/2022 and Linux servers (e.g., Ubuntu, CentOS).
- Oversee Active Directory, Group Policy, DNS, DHCP, and Single Sign-On (SSO) configurations.
- Implement and monitor system security measures, patching, and compliance.
Microsoft 365 & Cloud Services:
- Administer Office 365 suite: Exchange Online, SharePoint Online, Teams, PowerApps, and Power Automate.
- Customize and support SharePoint portals, user permissions, lists, workflows, and integrations.
- Manage cloud-based collaboration and communication tools across departments.
IT Support & Helpdesk Operations:
- Supervise daily operations of the IT Helpdesk and ensure timely resolution of user issues (hardware, software, network, applications).
- Provide Level 2 and 3 escalation support for complex user and system issues.
- Ensure SLAs are met and track support metrics using ticketing systems (e.g., Fresh service, Jira, or similar).
- Coordinate onboarding/offboarding IT setups including user accounts, email access, system provisioning.
- Create and maintain user manuals, FAQs, SOPs, and internal knowledge bases.
Project & Team Management:
- Plan and lead IT support and infrastructure-related projects, upgrades, and rollouts.
- Collaborate with internal teams and vendors for service delivery and troubleshooting.
- Mentor junior team members and IT support staff; conduct training and capacity-building sessions.
- Maintain IT asset inventory and lifecycle management.
Required Qualifications & Experience:
- Bachelor’s degree in Computer Science, IT, or related field.
- 4–6 years of experience in IT infrastructure and support roles, preferably in mid to large enterprises.
- Familiarity with endpoint security, backup solutions, and ITIL-based processes.
Certifications (Preferred):
- Microsoft 365 Certified / Azure Administrator
- Dell EMC / Sangfor certifications
- Linux+ / RHCSA / RHCE
- ITIL Foundation
- CompTIA A+ / Network+ (for support-related competencies)
Key Competencies:
- Strong diagnostic and technical troubleshooting skills.
- Clear verbal and written communication.
- Customer-focused mindset with a commitment to end-user satisfaction.
- Ability to prioritize, document, and resolve issues under pressure.
- Strong leadership and organizational skills.
