Job Title

Key Responsibilities: Handle daily IT support tickets (minimum 50 per day), ensuring timely resolution and accurate documentation. Perform onboarding and offboarding activities, including user account setup, system configuration, software provisioning, and access revocation. Deliver Level 1 support where required, including password resets, basic troubleshooting, user guidance, and hardware checks. Manage and support device lifecycle, including OS installation/reinstallation, and backup/recovery mechanisms. Administer and troubleshoot MDM solutions such as Jamf, JumpCloud, Intune, and Kandji. Operate and maintain XDR and DLP solutions like Cortex XDR and Forcepoint DLP for endpoint security and data protection. Provide Google Workspace administration (Gmail, Drive, Calendar, Admin Console). Manage JumpCloud for identity, access, and device management. Assist with SSO implementation, application license tracking, and managing federated identity integrations (SAML, OAuth). Troubleshoot and manage Zscaler Internet Access/Private Access configurations and policies. Implement basic workflow automation using Google Apps Script, Power Automate, or similar tools. Create and maintain accurate IT documentation, SOPs, and knowledge base content. Visit user desks as needed to install software, resolve issues, and deliver hands-on support. Track, manage, and deliver small-to-mid scale IT projects on time. Work with office 365, and other productivity tools to maintain records and generate reports. Required Skills & Experience: 3–5 years of IT support experience, including at least 1–2 years in a Level 1 support role. Strong troubleshooting skills for macOS and Windows operating systems. Solid understanding of Level 1 support tasks and responsibilities. Proven experience in user onboarding/offboarding processes and task handling. Proficient in working with EDR/XDR, DLP, and MDM tools. Good ticket handling experience in high-volume environments (50+ tickets/day). Knowledge of backup and recovery strategies and system imaging. Familiarity with SSO integrations, license management, and authentication technologies. Understanding of network security and troubleshoot principles and system hardening techniques. Ability to troubleshoot common IT issues like Outlook errors, system crashes (BSOD), hardware failures, and system slowness. Fluent in both Hindi and English. Strong willingness to learn new tools and technologies. Hands-on mindset — ready to go to user desks and assist with installations or issues. Soft Skills: • Excellent analytical and troubleshooting skills. • Strong communication and interpersonal abilities. • Ability to work independently and as part of a collaborative team. • Proactive, detail-oriented, and dependable. • Organized with the ability to track and complete projects on time.