ARDEM Incorporated
Website:
ardem.com
Job details:
Network Engineer / IT Infrastructure & Support
Experience: 2-5 Years (relevant professional experience)
Employment Type: Full-Time | Remote (Work from Home)
Department: IT Infrastructure & Cloud Operations
Location: Remote India (with rotational shift availability)
Key Responsibilities
1. Remote Desktop & End-User Support
- Provide prompt remote desktop support to ARDEMs 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.
2. 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 ARDEMs internal and remote teams.
3. AWS Cloud Services Administration
- Configure, monitor, and support AWS services critical to ARDEMs 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 ARDEMs BPO processing teams.
4. Network Infrastructure & Cisco Hardware
- Configure, manage, and troubleshoot Cisco switches, routers, and firewalls at ARDEMs 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.
5. 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.
6. Security, Backup & Disaster Recovery
- Implement and maintain data backup schedules and disaster recovery (DR) procedures in line with ARDEMs data security policies.
- Support compliance with ARDEMs 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.
7. 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.
8. Collaboration & Project Support
- Work closely with ARDEMs 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 ARDEMs growth.
- Participate in rotational shifts to ensure 24/7 coverage aligned with ARDEMs three-shift processing operations.
Qualifications & Requirements
Education
- B.Tech/BE in Information Technology
Experience
- 2-5 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 ARDEMs round-the-clock processing operations.
- Responsible for assisting technology and production team in client deliverables and receipt.
Mandatory Work-from-Home Equipment Requirements
All candidates must confirm that they meet the following minimum home office specifications before selection:
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.
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