Junior Service Associate

Crowe Capability Center – India; Hyderabad; On-site; INR 300,000 - 540,000; Full time

Job summary

Crowe Capability Center – India in Hyderabad is seeking an enthusiastic IT Service Associate with 0-2 years of experience to provide advanced end-user, desktop, infrastructure, and application support. You will troubleshoot hardware and software, manage user accounts, and ensure timely incident resolution while adhering to IT policies.

This role offers growth in security operations, cloud infrastructure, and incident management within a global firm.

Qualifications

• Bachelor’s degree or diploma in Computer Science, Information Technology, Electronics, Computer Applications, or related field.
• 0-2 years of IT support, service desk, or desktop support experience.
• Strong fundamentals in Windows OS, networking basics, and endpoint troubleshooting.
• Basic Active Directory, DNS, DHCP, VPN, and ITSM familiarity.
• Good written and verbal communication skills and ability to document clearly.

Responsibilities

• Provide L1/L2 support for desktops, laptops, peripherals, and enterprise apps.
• Troubleshoot Windows OS, Microsoft 365, Outlook, Teams, VPN, printers, and network issues.
• Manage user accounts, password resets, and basic AD administration.
• Install, configure, and patch standard business apps and security tools.
• Handle onboarding/offboarding, device setup, and asset tracking.
• Maintain tickets in ITSM, with accurate documentation and resolution notes.
• Escalate complex issues to senior teams with detailed analysis.
• Contribute to knowledge base articles and SOPs.

Skills

Windows 10/11

Microsoft 365

Networking basics

ITSM tools

Education

Bachelor's or diploma in IT/CS

Tools

ServiceNow

Jira Service Management

Freshservice

Intune/SCCM

Job description

Your Journey at Crowe Starts Here

At Crowe, you can build a meaningful and rewarding career. With real flexibility to balance work with life moments, you’re trusted to deliver results and make an impact. We embrace you for who you are, care for your well-being, and nurture your career. Everyone has equitable access to opportunities for career growth and leadership. Over our 80-year history, delivering excellent service through innovation has been a core part of our DNA across our audit, tax, and consulting groups. That’s why we continuously invest in innovative ideas, such as AI-enabled insights and technology-powered solutions, to enhance our services. Join us at Crowe and embark on a career where you can help shape the future of our industry.

Job Description

We are looking for an enthusiastic and technically strong IT Service Associate with 0-2 years of experience to provide advanced end-user, desktop, infrastructure, and application support. The role involves troubleshooting hardware, software, operating system, network, identity, access, and productivity tool issues while ensuring timely resolution of incidents and service requests. The ideal candidate should have strong foundational knowledge of IT infrastructure, excellent problem-solving ability, customer-focused communication skills, and mandatory relevant IT certifications.

Key Responsibilities

• Provide L1/L2 technical support for desktops, laptops, operating systems, peripherals, collaboration tools, and enterprise applications.
• Troubleshoot and resolve escalated incidents related to Windows OS, Microsoft 365, Outlook, Teams, VPN, printers, endpoint devices, and network connectivity.
• Support user account management activities including password resets, access requests, group membership updates, and basic Active Directory administration.
• Diagnose hardware and software issues and coordinate repairs, replacements, or vendor support where required.
• Perform installation, configuration, patching, and troubleshooting of standard business applications and endpoint security tools.
• Support onboarding and offboarding activities including device setup, software provisioning, access configuration, and asset tracking.
• Handle incident, service request, and problem tickets through ITSM tools while maintaining accurate documentation and resolution notes.
• Escalate complex infrastructure, security, network, or application issues to senior technical teams with proper analysis and troubleshooting details.
• Assist in root cause analysis for recurring incidents and contribute to knowledge base articles, SOPs, and support documentation.
• Ensure adherence to IT policies, information security standards, data privacy requirements, and service-level expectations.
• Provide remote and desk-side support with a strong focus on user experience, timely communication, and professional service delivery.
• Participate in IT operations activities such as system health checks, endpoint compliance reviews, inventory updates, and basic monitoring tasks.

Qualification Requirements

• Bachelor’s degree or diploma in Computer Science, Information Technology, Electronics, Computer Applications, or a related technical discipline.
• 0-2 years of experience in IT support, desktop support, service desk, technical support, infrastructure support, or a similar role.
• Strong foundational understanding of computer hardware, Windows operating systems, Microsoft 365, networking basics, and endpoint troubleshooting.
• Basic knowledge of Active Directory, DNS, DHCP, TCP/IP, VPN, Wi‑Fi, printer support, remote desktop tools, and ITSM ticketing platforms.
• Ability to troubleshoot issues logically, document findings clearly, and follow standard operating procedures.
• Good written and verbal communication skills with the ability to explain technical issues to non-technical users.
• Willingness to work in shifts, rotational support schedules, or extended hours based on business needs.

Preferred Certifications (Good To Have)

• CompTIA A+ certification
• CompTIA Network+ certification
• ITIL Foundation certification
• Microsoft 365 Fundamentals certification
• Microsoft Certified: Windows Client or equivalent Microsoft endpoint certification
• Cisco CCNA or equivalent networking certification
• Any relevant OEM, cloud, endpoint management, security, or infrastructure support certification

Required Technical Skills

• Windows 10/11 support, installation, configuration, and troubleshooting
• Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and Office application support
• Basic Active Directory user and group management
• Hardware diagnostics for desktops, laptops, printers, scanners, and peripherals
• Networking fundamentals including TCP/IP, DNS, DHCP, VPN, LAN, Wi‑Fi, and basic connectivity troubleshooting
• Remote support tools, endpoint management tools, antivirus/security agents, and ticketing systems
• Basic understanding of ITIL processes including incident, request, change, and problem management
• Documentation of incidents, resolutions, troubleshooting steps, and knowledge base articles

Behavioral and Professional Skills

• Strong customer-service mindset and ownership of assigned tickets
• Good analytical thinking and structured troubleshooting approach
• Ability to work independently as well as collaborate with cross‑functional IT teams
• Clear communication, active listening, and professional user interaction
• Attention to detail, documentation discipline, and commitment to process compliance
• Learning mindset with willingness to build deeper expertise in infrastructure, cloud, endpoint management, and security operations

Preferred Qualifications

• Internship or project experience in IT support, helpdesk, desktop support, or network support.
• Exposure to ServiceNow, Jira Service Management, Fresh service, or similar ITSM platforms.
• Basic familiarity with endpoint management tools such as Microsoft Intune, SCCM, or similar platforms.
• Awareness of information security practices, data privacy, phishing prevention, and endpoint compliance.
• Basic scripting knowledge in PowerShell or command-line troubleshooting will be an added advantage.
• Interest in AI adoption, including willingness to use AI-enabled productivity, automation, troubleshooting, or knowledge management tools, will be considered an optional advantage.

Selection Criteria

• Mandatory possession of at least one relevant IT certification.
• Strong technical fundamentals in desktop, operating system, Microsoft 365, and networking support.
• Ability to handle L2-level troubleshooting independently and assist with L3-level diagnostics under guidance.
• Professional communication, service orientation, and ability to work in a structured IT support environment.
• Demonstrated willingness to learn, document, and follow IT operations and security processes.

We expect the candidate to uphold Crowe's values of Care, Trust, Courage, and Stewardship. These values define who we are. We expect all of our people to act ethically and with integrity at all times.

Our Benefits

At Crowe, we know that great people are what makes a great firm. We value our people and offer employees a comprehensive benefits package. Learn more about what working at Crowe can mean for you!

How You Can Grow

We will nurture your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations. Learn more about where talent can prosper!

More about Crowe

Crowe Capability Center – India, operating under the legal entity C3 India Delivery Centre LLP (formerly known as Crowe Horwath IT Services LLP) is a wholly owned subsidiary of Crowe LLP (U.S.A.), a public accounting, consulting and technology firm with offices around the world. Crowe LLP is an independent member firm of Crowe Global, one of the largest global accounting networks in the world. The network consists of more than 200 independent accounting and advisory firms in more than 130 countries around the world.

Crowe does not accept unsolicited candidates, referrals or resumes from any staffing agency, recruiting service, sourcing entity or any other third‑party paid service at any time. Any referrals, resumes or candidates submitted to Crowe, or any employee or owner of Crowe without a pre‑existing agreement signed by both parties covering the submission will be considered the property of Crowe, and free of charge.

We are committed to a merit‑based hiring process, evaluating all candidates consistently using objective, job‑related criteria such as relevant experience, demonstrated skills, measurable impact, and alignment with the role’s responsibilities, and making employment decisions in a fair and inclusive manner free from discrimination.