Desktop Support Associate

Cisive Inc.; New Delhi; Híbrido; INR 420.000 - 660.000; Jornada completa

Descripción de la vacante

Cisive Inc. is seeking a Desktop Support Associate in New Delhi for hybrid work. You will provide L1/L2 desktop and peripheral support, handle onboarding/offboarding, and troubleshoot issues both in person and remotely. You’ll manage asset inventories and assist with procurement, while escalating complex problems to specialized teams as needed.

The role emphasizes IT security practices, incident response, and collaboration with Infra/Dev teams to patch, harden, and improve the environment.

Formación

• Provide L1/L2 support for desktops, laptops, and peripherals.
• Handle onboarding/offboarding – device setup and access provisioning.
• 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 and data wipes.
• Escalate complex issues to L3/infra/security teams as needed.

Responsabilidades

• Provide L1/L2 desktop and peripheral support.
• Handle onboarding/offboarding and device setup.
• Troubleshoot hardware, software, and connectivity issues (onsite/remote).
• Manage IT asset inventory and procurement coordination.
• Support incident handling for lost/stolen devices and data wipes.
• Escalate to L3/infra/security teams as needed.
• Maintain SOPs and troubleshooting guides.
• Ensure compliance with IT security policies.
• Monitor security alerts and investigate threats.
• Lead incident response for security events.
• Coordinate remediation with Infra/Dev teams.
• Implement and maintain security controls.

Conocimientos

OS Support

Hardware Troubleshooting

Active Directory

Intune/SCCM

HelpDesk

Outlook/M365

Remote Support

Imaging/Deployment

Security Basics

VPN/Remote Access

EDR/CrowdStrike

SIEM

IAM Entra ID

Network Security

Vulnerability Mgmt

Cloud Security

Incident Response

PowerShell

Phishing Security

Penetration Testing Basics

Threat Intelligence

Educación

Bachelor’s degree in IT/CS

Herramientas

GoToAssist

Remote Desktop

Jira Service Desk

ServiceNow

Microsoft Intune

SCCM

Descripción del empleo

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