Job Description
Function: Information Technology & Digital Operations
Designation: IT Support Executive
|
Job Title |
IT Support Executive |
|
Location |
New Delhi (with occasional travel to project sites) |
|
Reports To |
Director |
|
Employment Type |
Full Time |
|
Grade / Level |
Executive |
|
Expected CTC |
₹2.5 – 2.88 Lakhs per annum |
1. Role Purpose
The IT Support Executive is responsible for ensuring the seamless, secure, and reliable functioning of the organisation’s IT infrastructure across the head office and all program locations. The role enables every team to deliver mission-critical services efficiently by maintaining hardware and software systems, resolving technical issues promptly, and safeguarding organisational data.
The position combines day-to-day technical support with proactive systems management, data security, and digital-tool enablement — ensuring high system uptime, strong user satisfaction, and full compliance with the Foundation’s IT policy and applicable data-protection law.
Performance in this role is managed through a structured, metrics-driven framework spanning five delivery pillars — Infrastructure & Uptime, User Support, Data Security & Compliance, Software & Digital Enablement, and Asset Management & Reporting.
2. Key Result Areas (KRAs) and KPIs
KRA 1: IT Infrastructure & Network Management
Objective: Ensure high availability and reliable performance of all IT infrastructure and network systems across the organisation.
|
Key Responsibilities |
KPI / Target |
Measurement |
|---|---|---|
|
Maintain and update hardware and software systems |
100% of systems patched and updated per cycle |
Asset & update logs |
|
Monitor network performance and connectivity |
≥99% network uptime; issues flagged proactively |
Network monitoring reports |
|
Troubleshoot infrastructure issues |
Critical outages resolved within 4 working hours |
Ticketing system |
|
Coordinate preventive maintenance |
Quarterly preventive maintenance completed |
Maintenance schedule |
|
Manage servers, storage and backups infrastructure |
Zero unplanned data-loss incidents |
Backup verification logs |
KRA 2: User Support & Service Desk
Objective: Provide responsive, first-line technical support so that staff across all locations can work without disruption.
|
Key Responsibilities |
KPI / Target |
Measurement |
|---|---|---|
|
Provide first-line support (in-person & remote) |
≥90% tickets acknowledged within 2 hours |
Ticketing system |
|
Resolve hardware, software & connectivity issues |
≥85% first-contact resolution rate |
Resolution reports |
|
Manage user accounts, email & installations |
Onboarding/offboarding setup within 1 working day |
Access request logs |
|
Maintain service quality & user satisfaction |
≥90% user satisfaction (support survey) |
Feedback survey |
|
Escalate and track unresolved issues |
100% escalations logged and followed up |
Escalation tracker |
KRA 3: Data Security, Backup & Compliance
Objective: Protect organisational data and ensure compliance with the Foundation’s IT policy and applicable data-protection law.
|
Key Responsibilities |
KPI / Target |
Measurement |
|---|---|---|
|
Ensure regular backups & system updates |
100% scheduled backups completed & verified |
Backup logs |
|
Maintain antivirus & endpoint protection |
100?vices with active protection |
Endpoint dashboard |
|
Support compliance with IT Policy & DPDP Act 2023 |
Full compliance; zero audit non-conformities |
Compliance checklist |
|
Monitor threats & support incident response |
Incidents contained within defined SLA |
Incident register |
|
Manage access controls & password policy |
Quarterly access review completed |
Access audit report |
KRA 4: Software, Application & Digital Enablement
Objective: Administer core digital platforms and enable staff to adopt tools that improve productivity.
|
Key Responsibilities |
KPI / Target |
Measurement |
|---|---|---|
|
Administer Microsoft 365, Google Workspace, Zoom, etc. |
100% core platforms operational |
Admin console |
|
Manage licenses, subscriptions & renewals |
Zero lapsed licenses; optimised utilisation |
License register |
|
Support rollout of new digital tools |
Implementation per agreed project timelines |
Project plan |
|
Train staff on digital tools & platforms |
≥4 enablement/training sessions annually |
Training records |
|
Maintain CRM & cloud-service configurations |
Configurations current & documented |
System documentation |
KRA 5: IT Asset Management, Documentation & Reporting
Objective: Maintain accurate IT records and provide management with timely, data-backed reporting.
|
Key Responsibilities |
KPI / Target |
Measurement |
|---|---|---|
|
Maintain IT asset inventory & user logs |
100% assets tagged & recorded |
Asset register |
|
Operate and maintain the ticketing system |
100% issues logged in ticketing system |
Ticketing system |
|
Prepare monthly IT performance reports |
Monthly report submitted by 5th of each month |
IT MIS report |
|
Track resolution metrics & trends |
Quarterly trend analysis completed |
Analytics dashboard |
|
Document IT procedures & knowledge base |
Knowledge base updated quarterly |
IT documentation |
3. Performance Evaluation Scorecard
Overall performance is assessed against the weighted contribution of each KRA, totalling 100%.
|
KPI Area |
Weightage |
|---|---|
|
Infrastructure & Network Uptime |
25% |
|
User Support & Service Quality |
25% |
|
Data Security & Compliance |
20% |
|
Software & Digital Enablement |
15% |
|
Asset Management & Reporting |
10% |
|
Documentation & Process Discipline |
5% |
|
Total |
100% |
4. Key Skills & Competencies
|
Technical Skills |
Functional Skills |
Behavioural Skills |
|---|---|---|
|
|
|
5. Essential Qualifications & Experience
- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Minimum 2–3 years of experience in an IT support or helpdesk role.
- Proficiency in Windows/Mac OS, Office 365, networking, and common IT tools.
- Good working knowledge of cybersecurity best practices.
- Ability to translate technical issues for non-technical users.
- Strong problem-solving, prioritisation, and multitasking abilities.
Desirable Attributes
- Experience working with non-profits or mission-driven organisations.
- Familiarity with cloud-based services and CRM tools.
- Exposure to IT policy compliance and audit requirements.
6. IT Leadership Dashboard Metrics
The IT Support Executive will maintain and report the following headline metrics to leadership:
- % network and systems uptime
- % tickets resolved within SLA
- First-contact resolution rate
- ?vices compliant with security & backup policy
- % software licenses active and optimised
- User satisfaction score
7. Work Environment
- Based in New Delhi, with occasional travel to project sites.
- Expected CTC: ₹2.5 – 2.88 Lakhs per annum.
Please share your resume at: contact@pmspl.net.in
- Salary : N/A
- Exprience : 1.0 To 4.0 Year
- Job Description Link: Click Here
-
Keyskills
IT Support IT Infrastructure Network Management Hardware & Software Support Windows Administration Microsoft 365 Google Workspace Active Directory User Account Management Email Administration Cybersecurity Backup & Recovery IT Asset Management Ticketing System macOS Hardware Support Software Support
Company Profile
Peopable Management Services Private Limited
- Peopable Management Services Private Limited is a Human Resource Management Company focused on the hiring of staff for the Social Sector in India.
