Desktop Support Associate
Cisive · India
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