Desktop Support Associate

Overview

Provide L1/L2 desktop support for end users, covering hardware, software, connectivity and IT security tasks in a hybrid role based in New Delhi.

What you'll do

• Provide L1/L2 technical support for desktops, laptops, and peripherals
• Handle onboarding and offboarding, including device setup, access provisioning, and deprovisioning
• Troubleshoot hardware, software, and connectivity issues, in person and remotely
• Manage IT asset inventory and coordinate procurement and replacement
• Support incident handling for lost or stolen devices, data wipes, and reimaging
• Escalate complex issues to L3, infrastructure, or security teams as needed
• Maintain documentation such as SOPs and troubleshooting guides
• Ensure compliance with IT security policies, including patching, encryption, and endpoint protection
• Monitor security alerts from SIEM and EDR tools and investigate potential threats and incidents
• Lead incident response for security events such as phishing, malware, unauthorized access, and stolen devices
• Manage vulnerability assessments and coordinate remediation with infrastructure and development teams
• Implement and maintain security controls such as firewalls, endpoint protection, and access policies
• Conduct security reviews for new systems, applications, and cloud deployments
• Ensure compliance with security policies, frameworks, and regulatory requirements
• Collaborate with IT and infrastructure teams on patching, hardening, and risk mitigation
• Maintain incident documentation, run post-incident reviews, and improve security posture continuously

What you'll need

• Working knowledge of Windows 11, macOS, and Windows Server fundamentals
• Hardware troubleshooting for laptops, desktops, mobile devices, printers, and peripherals, including setup, configuration, and diagnosis
• Active Directory and networking: user account management, Group Policy basics, DNS/DHCP fundamentals, and TCP/IP troubleshooting
• Endpoint management tools such as Microsoft Intune, SCCM, or similar MDM tools
• Ticketing systems such as HelpDesk, ServiceNow, Jira Service Desk, or similar
• Email and collaboration tools: Outlook, M365 suite, and Teams troubleshooting
• Remote support tools such as GoToAssist and Remote Desktop
• OS imaging and application packaging/deployment
• Basic security practices: antivirus/EDR tools (e.g., CrowdStrike, Rapid7), patch management, and encryption (BitLocker)
• VPN and remote access configuration and troubleshooting for remote users
• Asset management: hardware and software inventory tracking and license management
• EDR tools such as CrowdStrike, Microsoft Defender, or Rapid7
• SIEM tools such as Rapid7, including log analysis and correlation
• Identity and access management: Entra ID (Azure AD), MFA, Conditional Access, and PAM
• Network security: firewalls, IDS/IPS, VPN, and network segmentation
• Vulnerability management using Qualys and patch management processes
• Cloud security: AWS/Azure security controls, IAM policies, security groups, and cloud-native security tools
• Incident response: threat detection, containment, forensic analysis, and root-cause investigation
• PowerShell for security automation
• Phishing and email security tools such as Proofpoint, Mimecast, or similar
• Penetration testing basics, including understanding of common attack vectors such as the OWASP Top 10
• Threat intelligence: monitoring for emerging threats and IOC analysis

Details

• Hybrid role: work from the office 2 days per week
• Work location: New Delhi
• Five-day workweek, Monday through Friday
• Flexible working hours