Job Description
Company: RM Education Solutions India Pvt. Ltd. (RMESI / RM plc)Job Title: System Support & Infrastructure Engineer (Systems Support Engineer)Location: Technopark, Thiruvananthapuram (Trivandrum), KeralaDepartment: Cloud & Core Infrastructure Services / Global IT OperationsExperience Required: 2 to 5 YearsWork Shift: UK Shift / Rotational Day-Evening Shifts
As an IT Support & Infrastructure Engineer at iCloud9 Digital, you will maintain internal IT hardware, local network connectivity, and cloud workspace environments (Google Workspace / Microsoft 365). You are responsible for workstation provisioning, troubleshooting OS/software issues, and ensuring high system uptime and security for design, engineering, and digital marketing teams.
Key Responsibilities
1. End-User Computing & Systems SetupDeploy, configure, and maintain employee workstations (Windows, macOS, and Linux OS).Manage hardware peripherals, docking stations, monitors, and standard developer tools/software.Conduct prompt local and remote troubleshooting for operating system crashes, application bugs, and driver conflicts.
2. Network & Connectivity AdministrationMaintain office local network infrastructure: Wi-Fi access points, routers, switches, and patch panels.Configure and troubleshoot VPN client connections, IP addressing, DNS, and DHCP configurations.Monitor internet bandwidth, resolve ISP downtime, and assist in basic firewall rule checks.
3. Identity, Access & SaaS ManagementProvision, update, and de-provision user access in Google Workspace (Gmail, Drive) or Microsoft 365.Assist in user access control and credential management for cloud hosting dashboards (AWS / DigitalOcean / cPanel) and version control tools (GitLab / GitHub).Enforce endpoint security protocols, antivirus updates, and system data backup policies.
4. Incident Management & DocumentationLog, prioritize, and resolve internal IT service tickets within agreed response times.Maintain an up-to-date hardware and software asset register for all company devices.Document troubleshooting workflows and onboarding/offboarding IT standard operating procedures (SOPs).
Key Qualifications & Skills
Education: Graduate in any technical stream (B.Tech/B.E., BCA, B.Sc Computer Science/IT, or Diploma in Hardware & Networking).Technical Skills:Hands-on knowledge of Windows and macOS desktop troubleshooting.Basic understanding of networking principles (TCP/IP, LAN/WAN, routing, DNS, VPN).Familiarity with Google Workspace or Microsoft 365 administration.Soft Skills:Strong problem-solving mindset and clear communication skills for internal team support.
