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