About the role:

The IT Associate is responsible for providing end-user support, managing IT service requests, administering Microsoft 365 and Azure Entra ID, maintaining endpoint devices, and ensuring efficient IT operations. The role requires strong technical troubleshooting skills, customer service orientation, and adherence to IT service management processes.

Key Responsibilities

End User Support
Prioritize and resolve Service Desk incidents and requests.
Provide onsite and remote technical support to employees.
Troubleshoot hardware, software, networking, and application issues.
Troubleshoot and resolve end-user network connectivity issues, including LAN, Wi-Fi, VPN, DNS, DHCP, internet access, and remote connectivity problems.
Maintain accurate ticket and time tracking within ServiceDesk Plus.

Endpoint & Device Management
Deploy, configure, and support laptops, desktops, workstations, printers, and peripherals.
Support Windows 10/11 and macOS environments.
Manage device refreshes, upgrades, and recent user setups.
Assist with asset management, procurement coordination,



and vendor escalations when necessary.

Microsoft 365 & Identity Administration
Administer Microsoft 365 and Azure Entra ID user accounts, groups, and licences.
Support onboarding, offboarding, and access management activities.

Documentation & Process Improvement
Develop and maintain SOPs, knowledge base articles, and technical documentation.
Identify opportunities to improve service quality, efficiency, and user experience.
Support the implementation of best practices, standards, and IT governance processes.
Monitor support metrics and contribute to reporting on operational performance.

Required Qualifications

Experience
4-6 years of experience in an enterprise IT Help Desk or Service Desk environment.
Experience using ITSM tools and remote support solutions.
Experience supporting Windows, macOS, Microsoft 365, and enterprise endpoint devices.
Experience with Azure Entra ID , Intune administ

📌 Remote Support Engineer (Mumbai)
🏢 Emeritus
📍 Mumbai