Network Engineer / IT Infrastructure & Support

REMOTE

Network Engineer / IT Infrastructure & Support

ARDEM Data Services Private Limited

UNIT No B-1/ 5th Floor 504 & 505 DLF MY PAD, Vibhuti Khand Gomti Nagar, Lucknow 226010, India

Telephone: 915.130.3150

Email: [Confidential Information]

Position: Network Engineer / IT Infrastructure & Support

Experience: 35 Years (Relevant professional experience)

Employment Type: Full-Time | Remote (Work from Home)

Mode: Remote (WFH)

Department: IT Infrastructure & Cloud Operations

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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 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

• Tech in Information Technology
  
  

Experience

• 35 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.
  
  

Additional Requirements

This opportunity enhances your work life balance with allowance for remote work. To be successful your computer hardware and internet must meet these minimum requirements:

• Laptop or Desktop:
• Operating System: Windows
• Screen Size: 14 Inches
• Screen Resolution: FHD (19201080)
• Processor: I5 or higher
• RAM: Minimum 8GB (Must)
• Type: Windows Laptop
• Software: AnyDesk
• Internet Speed: 100 Mbps or higher
  

About ARDEM

ARDEM is a leading Business Process Outsourcing and Business Process Automation Service provider. For over twenty years ARDEM has successfully delivered business process outsourcing and business process automation services to our clients in USA and Canada. We are growing rapidly. We are constantly innovating to become a better service provider for our customers. We continuously strive for excellence to become the Best Business Process Outsourcing and Business Process Automation company.

NOTE!

ARDEM will never ask for any personal information or banking information during the hiring process for any data entry/processing type of work. If you are contacted by any party claiming to represent ARDEM Incorporated offering work from home jobs this is fraud. Please disregard and refer to ARDEM's Careers page for all open job positions. We apologize for any inconvenience caused by such acts.