Provides L1/L2 desktop and endpoint support, including device setup, onboarding, troubleshooting, remote assistance, imaging, asset tracking, and access provisioning. Maintains endpoint security, patching, encryption, and compliance controls while monitoring SIEM/EDR alerts. Supports incident response, vulnerability remediation, phishing and malware investigations, cloud security reviews, documentation, and coordination with infrastructure and security teams. This hybrid role is based in New Delhi and requires office attendance two days weekly.
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
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