About the role
Responsibilities:
- End-user support: First point of contact for all IT issues via Jira, chat, and email. Triage and resolve within SLA; escalate only when warranted. Windows and macOS. You document what you do.
- Device lifecycle: Procurement to decommission. Laptop refresh across PC and Mac. Accurate inventory. Global hardware coordination with suppliers and finance when needed.
- HR-integrated IT workflows: Accounts, devices, and access ready before day one. Access is revoked on the last day of employment, not the week after. Mid-cycle moves and reallocations too.
- Networking Bangalore office: day-to-day wireless ops, vendor coordination, and escalation when it warrants it Support for planned infrastructure upgrades: firewall, UPS, and access points.
- Endpoint security operations: Integrate Defender policies, app controls, and compliance baselines into MDM and make sure they hold. Triage alerts across anti-malware, EDR, and app whitelisting tools. Decide what gets escalated versus resolved at your level.
- SOC handoff: Bridge between endpoint tooling and the SOC investigation handoffs, analyst reviews, and keeping the feedback loop tight so detections don't fall between teams.
- Scripting, tooling, and documentation: Maintain scripts for endpoint discovery, deployment, and reporting. Own the runbooks and standards. If a process only lives in someone's head, that's your gap to close.
- Threat awareness: Build working expertise in anti-malware operation and indicators of compromise. Not a threat hunter but sharp enough to catch what others miss.
Requirements:
- 2 to 4 years in desktop support, IT helpdesk, or endpoint engineering.
- Solid troubleshooting across Windows 11 and macOS.
- Hands-on MDM experience with Hexnode, Intune, Jamf, or equivalent.
- Working knowledge of Entra ID and user account management.
- Jira Service Management or a comparable ticketing system.
- Networking fundamentals: WiFi, TCP/IP, VPN, DHCP/DNS.
- Strong Communications.