Network and IT Infrastructure Engineer

Role Context & Importance

At ARDEM, uninterrupted connectivity is mission-critical. Our remote teams across India process millions of pages and records annually using ARDEM Cloud Platforms, AWS WorkSpaces, and enterprise tools. The Network and IT Infrastructure Engineer plays a central role in ensuring zero downtime for our processing operations, maintaining secure remote access for hundreds of team members, and supporting the cloud and on-premises infrastructure that underpins every client engagement.

Key Responsibilities

• Remote Desktop & End-User Support: Provide prompt remote desktop support to ARDEM’s distributed workforce, resolving hardware, software, and network-related issues via AnyDesk and other remote tools. Diagnose and resolve connectivity issues affecting access to ARDEM Cloud Platforms and AWS WorkSpaces. Support onboarding and configuration of workstations (Windows 14” FHD laptops, minimum i5/8GB RAM) per ARDEM standard specifications. Ensure minimum 100 Mbps internet connectivity compliance for remote staff and assist with ISP-related escalations.
• Identity & Access Management: Manage and maintain user identities, access policies, and lifecycle operations using Azure Entra ID (Azure AD), Active Directory, and Microsoft 365 Admin Center. Configure role-based access controls (RBAC), group policies, and conditional access to protect client data in line with SOC 2 and ISO 27001 requirements. Manage Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive for ARDEM’s internal and remote teams.
• AWS Cloud Services Administration: Configure, monitor, and support AWS services critical to ARDEM’s cloud operations: EC2, S3, IAM, AWS WorkSpaces, and VPC. Manage AWS IAM policies, user roles, and security groups to ensure least-privilege access across cloud environments. Monitor cloud resource utilisation, performance metrics, and costs; generate reports and recommend optimisations. Support cloud-based remote desktop (AWS WorkSpaces) used by ARDEM’s BPO processing teams.
• Network Infrastructure & Cisco Hardware: Configure, manage, and troubleshoot Cisco switches, routers, and firewalls at ARDEM’s processing centres. Manage DNS, DHCP, VPN, and VLAN configurations to support secure and high-availability operations. Monitor network performance and bandwidth; implement QoS policies to prioritise critical BPO workloads. Coordinate with ISPs and hardware vendors to resolve infrastructure issues with minimal service disruption.
• On-Premises Server Administration: Maintain Windows Server infrastructure including file servers, application hosting servers, and internal email servers. Administer DNS, DHCP, Group Policy, and Active Directory Domain Services (AD DS) across on-premises environments. Perform routine health checks, patch management, and capacity planning for on-prem systems.
• Security, Backup & Disaster Recovery: Implement and maintain data backup schedules and disaster recovery (DR) procedures in line with ARDEM’s data security policies. Support compliance with ARDEM’s ISO 27001-aligned, SOC 2, HIPAA, and GDPR security frameworks through network-level controls. Manage VPNs, SSL certificates, endpoint security tools, and encryption at rest/in-transit for all ARDEM platforms. Respond to and document security incidents; participate in periodic security audits and remediation activities.
• Documentation & Knowledge Management: Create and maintain clear, accurate technical documentation: network diagrams, SOPs, runbooks, and incident logs. Build and update the internal IT knowledge base to enable faster issue resolution and reduce repeat incidents. Document all changes to infrastructure, cloud configurations, and access policies in accordance with change management protocols.
• Collaboration & Project Support: Work closely with ARDEM’s Project Managers, Operations teams, and client-facing staff to resolve IT dependencies impacting BPO delivery. Assist with IT infrastructure upgrades, cloud migrations, and automation initiatives that support ARDEM’s growth. Participate in rotational shifts to ensure 24/7 coverage aligned with ARDEM’s three-shift processing operations.

Qualifications & Requirements

Education

• B.Tech in Information Technology

Experience

• 3–5 years of professional experience in network support, IT infrastructure management, or cloud administration.
• Proven track record supporting remote or distributed teams in a BPO, IT services, or technology company environment.

Technical Skills – Required

• AWS Cloud Services: EC2, S3, IAM, VPC, AWS WorkSpaces – hands-on configuration and monitoring.
• Azure Entra ID (Azure AD), Active Directory, Group Policy, and Microsoft 365 administration.
• Windows Server administration: AD DS, DNS, DHCP, File Services, patch management.
• Cisco networking hardware: switches, routers, firewalls – configuration and troubleshooting.
• VPN, VLAN, SSL, and remote access technologies (AnyDesk, RDP, VPN clients).
• Network monitoring tools and log analysis for proactive issue detection.
• Backup and disaster recovery tools and procedures.

Technical Skills – Preferred

• Experience with ARDEM-type BPO cloud platforms or similar multi-tenant cloud environments.
• Familiarity with security frameworks: ISO 27001, SOC 2, HIPAA, GDPR.
• Exposure to automation scripting (PowerShell, Python) for IT operations tasks.

Certifications (Preferred)

• AWS Cloud Practitioner (CLF-C02)
• CCNA (Cisco Certified Network Associate)
• AWS SysOps Administrator
• MCSE / Windows Server
• Azure Fundamentals (AZ-900)
• ITIL v4 Foundation
• Microsoft 365

Soft Skills

• Strong analytical and systematic troubleshooting skills with a solution-first mindset.
• Excellent written and verbal communication in English; ability to explain technical issues to non-technical stakeholders.
• Ability to work independently and collaboratively in a fully remote, distributed team environment.
• High sense of accountability, punctuality, and commitment to SLAs critical to BPO operations.
• Willingness to work rotational shifts to support ARDEM’s round-the-clock processing operations.
• Responsible for assisting technology and production team in client deliverables and receipt.

Mandatory Work-from-Home Equipment Requirements

• Device Type: Windows Laptop
• Operating System: Windows 10 / Windows 11
• Screen Size: 14 Inches/ preferable to have 2 monitors
• Screen Resolution: FHD (1920 × 1080) or higher
• Processor: Intel Core i5 (8th Gen or later) or higher
• RAM: Minimum 8 GB (Mandatory) – 16 GB Preferred
• Internet Speed: 100 Mbps or higher (dedicated broadband connection)
• Remote Tool: AnyDesk (to be installed and configured prior to joining)
• Power Backup: UPS / Inverter recommended for uninterrupted connectivity

Key skills/competency

• AWS Cloud Services
• Azure Entra ID
• Cisco Networking
• Windows Server Administration
• Active Directory
• Microsoft 365 Administration
• VPN Management
• Network Security
• Disaster Recovery
• Remote Desktop Support