Desktop Support Associate

About this role

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Work

Requirements

• This is a hybrid model role, requiring employees to work from the office 2 days per week.
• Work Location
• New Delhi
• The position follows a five-day workweek, Monday through Friday. Flexible Working Hours.
• Desktop Support Associate

Key Technical Skills

• OS Support: Windows 11, macOS, Windows Server fundamentals
• Hardware Troubleshooting: Laptops, desktops, Mobile Devices, printers, peripherals — Setup, configuration, and diagnosis
• Active Directory & Networking: User account management, Group Policy basics, DNS/DHCP fundamentals, TCP/IP troubleshooting
• Endpoint Management Tools: Microsoft Intune, SCCM, or similar MDM tools
• Ticketing Systems: HelpDesk, ServiceNow, Jira Service Desk, or similar (incident/request management)
• Email & Collaboration Tools: Outlook, M365 suite, Teams troubleshooting
• Remote Support Tools: GoToAssist and Remote Desktop
• Imaging & Deployment: OS imaging, application packaging/deployment
• Basic Security Practices: Antivirus/EDR tools (e.g., CrowdStrike, Rapid7), patch management, encryption (BitLocker)
• VPN & Remote Access: Configuration and troubleshooting for remote users
• Asset Management: Hardware/software inventory tracking, license management
• Endpoint Detection & Response (EDR): CrowdStrike, Microsoft Defender, Rapid7
• SIEM Tools: Rapid7 — log analysis and correlation
• Identity & Access Management: Entra ID (Azure AD), MFA, Conditional Access, PAM
• Network Security: Firewalls, IDS/IPS, VPN, network segmentation
• Vulnerability Management: Qualys, patch management processes
• Cloud Security: AWS/Azure security controls, IAM policies, security groups, cloud-native security tools
• Incident Response: Threat detection, containment, forensic analysis, root-cause investigation
• Scripting/Automation: PowerShell for security automation
• Phishing & Email Security: Proofpoint, Mimecast, or similar
• Penetration Testing Basics: Understanding of common attack vectors (OWASP Top 10, etc.)
• Threat Intelligence: Monitoring for emerging threats, IOC analysis
• Job Description Summary
• Provide L1/L2 technical support for desktops, laptops, and peripherals
• Handle onboarding/offboarding — device setup, access provisioning, deprovisioning
• Troubleshoot hardware, software, and connectivity issues (in-person and remote)
• Manage IT asset inventory and coordinate procurement/replacement
• Support incident handling for lost/stolen devices, data wipes, and reimaging
• Escalate complex issues to L3/infra/security teams as needed
• Maintain documentation (SOPs, troubleshooting guides)
• Ensure compliance with IT security policies (patching, encryption, endpoint protection)
• Monitor security alerts (SIEM/EDR) and investigate potential threats/incidents
• Lead incident response for security events (e.g., phishing, malware, unauthorized access, stolen devices)
• Manage vulnerability assessments and coordinate remediation with Infra/Dev teams
• Implement and maintain security controls (firewalls, endpoint protection, access policies)
• Conduct security reviews for new systems, applications, and cloud deployments
• Ensure compliance with security policies, frameworks, and regulatory requirements
• Collaborate with IT/Infra teams on patching, hardening, and risk mitigation
• Maintain incident documentation, run post-incident reviews, and improve security posture continuously