Job Description

Role Summary

We are looking for a hands-on

IT Infrastructure & Application Support Engineer (L2 / Lead)

to own our

network & server environment

,

BoldDesk ticketing system

, and

business-critical portals

(Sapphire Portal & Induction Training Portal).

You will:

Manage

Fortinet firewalls

, networks, and

Windows Server / Active Directory

Act as

BoldDesk administrator

for IT service operations and reporting Support and coordinate changes to the

Sapphire Portal

and

Induction Portal

Provide

L2 tech support

for our Ludhiana and Mohali offices and liaise with vendors and the development team where needed

Core Responsibilities:

1. Firewalls, Network & Security

Manage

Fortinet firewalls

, VPN configurations, and security policies Monitor and troubleshoot

LAN, Wi-Fi, and internet

issues Coordinate with ISPs and vendors to ensure uptime and performance

2. Server & Active Directory Administration

Administer

Windows Server 2016 (or later)

and

Active Directory

Create/disable user accounts, groups, and access permissions Maintain regular

backups, OS patches, antivirus, and security updates

3. BoldDesk Ticketing Ownership

Act as the

primary admin for BoldDesk

: queues, categories, SLAs, automation rules Ensure ticket triage, escalation, and resolution as per escalation matrix (L1/L2) Publish

weekly/monthly SLA, backlog, and CSAT reports

for management

4. Sapphire Portal & Induction Training Portal

Oversee

job upload/download processes

on Sapphire Portal Act as

backup owner

for portal tasks currently managed by the existing SPOC Coordinate with the

development team

for new features, fixes, and portal changes Handle portal-related queries from

internal staff and clients

, ensuring timely resolution

5. System Audits & Improvements

Conduct

monthly audits

of systems for patching, antivirus, OS versions, and licenses Document findings and submit

audit reports

to management Plan and implement

improvement projects

to enhance stability, performance, and security

6. Tech Support (L2)

Provide L2 support for users in the

Ludhiana and Mohali

offices Guide and support L1 IT executives; take up complex/critical tickets as per escalation matrix Work with external teams (including US/UK teams where needed) for high-priority incidents

7. Cloud & Licensing (Microsoft 365 / AWS & Tools)

Assist in the administration of

Microsoft 365

(email, OneDrive, SharePoint, user management) Perform basic

AWS console

tasks as guided by IT management Maintain license hygiene across

OS, security tools, and productivity applications

8. Training, Knowledge & Induction

Participate in

joiner induction

for IT systems and portals Create and maintain

knowledge base articles, SOPs, and FAQs

Support

user awareness initiatives

, including basic cyber security / phishing awareness

Minimum Qualifications & Experience

4-7 years

of experience in

IT infrastructure and application support

Strong hands-on experience with:

Windows Server

and

Active Directory

Network troubleshooting

(LAN, Wi-Fi, basic routing/switching) At least one

firewall platform

(Fortinet preferred) Experience with any

IT ticketing/ITSM tool

(ServiceNow, Freshservice, Zendesk, BoldDesk, etc.) Good understanding of

IT service operations

(incident, request, change)

ITIL 4 Foundation

certification is a plus (not mandatory) Graduates in

B.Tech / BCA / MCA / B.Sc (IT)

or similar preferred

Skills & Behaviors

Strong

problem-solving

and

root cause analysis

skills Clear

communication

with non-technical users and management Ability to

document

SOPs, how-to guides, and audit reports Ownership mindset - willing to

take end-to-end responsibility

for issues and improvements Comfortable working in a

fast-paced, process-oriented

environment

Tech Stack / Tools (Exposure to any of these is beneficial)

Fortinet firewalls

and VPN

Windows Server 2016+

, Active Directory, DNS, DHCP

BoldDesk

or similar ITSM/ticketing tools

Microsoft 365

admin portal, OneDrive, SharePoint

AWS

(basic console usage) Antivirus/EDR solutions, backup tools
Job Types: Full-time, Permanent

Pay: ?50,000.00 - ?60,000.00 per month

Benefits:

Health insurance Life insurance
Education:

Bachelor's (Preferred)
Experience:

IT infrastructure and application support: 4 years (Required)
Location:

Ludhiana, Punjab (Required)
Work Location: In person