- Location
- Bengaluru, India
- Workplace
- Remote, Onsite
- Type
- Full-time
- Department
- IT
- Experience
- 3+ years
- Education
- Master
- Source
- Keka
Description
IT Admin & Support – Bengaluru
Location: Bengaluru, Karnataka, India
Employment Type: Full-time
Work Pattern: 24x7 shift coverage, including weekends and public holidays if required
Reporting To: IT / Regional IT Manager / Lead
About the Role
We are looking for an experienced IT Admin & Support to provide dedicated on-site IT support for our Bengaluru 24x7 operations.
The role will be responsible for ensuring the availability, reliability, and day-to-day support of IT services at the Bengaluru site. The successful candidate will act as the first point of contact for on-site IT issues, working closely with regional and global IT teams and external vendors to resolve incidents quickly and minimize operational disruption.
Because the site operates around the clock, the role requires flexibility to work within a 24x7 shift-support model.
Key Responsibilities
End-User & Desktop Support
- Provide on-site Level 1/Level 2 IT support to employees across all shifts.
- Diagnose and resolve hardware, software, operating system, application, and connectivity issues.
- Support desktops, laptops, monitors, printers, scanners, mobile devices, and other IT peripherals.
- Troubleshoot issues that cannot be effectively resolved through remote support.
- Provide floor-level IT assistance during live operations and critical incidents.
- Maintain a high standard of customer service and communicate clearly with end users.
Network & Infrastructure Support
- Provide first-line on-site support for LAN/WAN, Wi-Fi, switches, access points, and other network infrastructure.
- Perform basic network troubleshooting, including connectivity, cabling, ports, and device-level issues.
- Coordinate with network/infrastructure teams and service providers for complex incidents.
- Support physical IT infrastructure, including equipment rooms, network cabinets, cabling, and IT equipment.
- Respond promptly to site-wide or business-critical IT outages.
IT Asset & Access Management
- Maintain accurate inventory of IT hardware and other technology assets.
- Manage IT equipment allocation, collection, replacement, and disposal.
- Support user account, access, badge, and other site-related access requirements in coordination with relevant teams.
- Ensure new and existing employees have the required IT equipment and access.
Joiner, Mover & Leaver Support
- Prepare laptops, desktops, peripherals, accounts, and other IT requirements for new employees.
- Support employee transfers, role changes, and equipment changes.
- Complete IT offboarding activities, including equipment recovery and access removal.
- Coordinate onboarding requirements to ensure employees are operational from Day 1.
Incident & Escalation Management
- Monitor and respond to IT incidents throughout the assigned shift.
- Take ownership of incidents through to resolution or appropriate escalation.
- Prioritize incidents based on business impact, particularly those affecting 24x7 operations.
- Work with global/regional IT teams, vendors, and managed service providers when escalation is required.
- Maintain accurate incident documentation and provide clear handovers between shifts.
- Participate in root-cause analysis and preventive actions for recurring or major incidents.
24x7 Operational Support
- Provide IT support aligned with the site's 24x7 operating schedule.
- Support critical incidents outside standard business hours when required.
- Ensure effective shift handover and continuity of IT support.
- Be physically available on-site when an issue requires hands-on intervention.
- Support planned maintenance, infrastructure changes, and site technology deployments.
Key Requirements
- Bachelor's degree or diploma in Information Technology, Computer Science, or a related field.
- 3–5+ years of experience in IT support, desktop support, IT infrastructure, or a similar role.
- Experience supporting a 24x7 operational environment such as logistics, manufacturing, warehousing, BPO, retail, or other mission-critical operations is preferred.
- Strong troubleshooting skills across hardware, software, operating systems, peripherals, and network connectivity.
- Working knowledge of TCP/IP, DNS, DHCP, LAN/WAN, Wi-Fi, switches, and basic network troubleshooting.
- Experience with Windows desktop/laptop environments and common enterprise applications.
- Experience with Active Directory / Entra ID and user access administration.
- Familiarity with IT service management and ticketing systems.
- Experience managing IT assets and inventory.
- Ability to troubleshoot physical infrastructure, cabling, network equipment, printers, and other peripherals.
- Strong communication and customer-service skills.
- Ability to work independently and make sound decisions during incidents.
- Willingness to work shifts, including nights, weekends, and public holidays as required.
Preferred Qualifications
- ITIL Foundation certification.
- Microsoft certifications such as MD-102 or equivalent.
- CompTIA A+, Network+, or equivalent technical certification.
- Experience with ServiceNow, Jira Service Management, or similar ITSM platforms.
- Experience working with Cisco, Aruba, Fortinet, or similar network technologies.
- Experience supporting badge/access-control systems.
- Experience working with external IT vendors and managed service providers.
- Experience supporting warehouse, logistics, or other high-volume operational environments.
Success Measures
The successful candidate will be expected to:
- Minimize IT-related downtime at the Bengaluru site.
- Respond rapidly to critical incidents and operational escalations.
- Resolve issues on-site wherever physical intervention is required.
- Maintain reliable IT support coverage across all shifts.
- Ensure effective onboarding and IT readiness for new employees.
- Maintain accurate IT asset and access records.
- Provide clear incident documentation and shift handovers.
- Identify recurring issues and proactively recommend improvements.
Why This Role Matters
The Bengaluru site operates 24x7, making reliable local IT support critical to business continuity. This role provides the on-ground technical presence required to resolve physical and operational IT issues quickly, reduce downtime, and give employees and operations teams immediate access to IT support when they need it.
Skills
JiraServiceNowTCP/IPCustomer ServiceITILCompTIA