Job Description:

Position Summary

We are seeking a motivated and technically skilled IT Helpdesk & Support Specialist to join our growing India-based team. This is a newly created, critical role designed to provide real-time, on-the-ground IT support to all India-based employees

Currently, the IT helpdesk function is staffed entirely from the United States, creating a significant time-zone gap that delays support for the corresponding India team and limits our ability to detect and respond to security incidents in real time. This role will bridge that gap -- ensuring employees in India receive prompt, knowledgeable IT assistance and that any infrastructure issues, data breaches, or security alerts are identified and escalated immediately, without waiting for the US team to come online.

Key Responsibilities

Day-to-Day Helpdesk Support
- Serve as the first point of contact for all IT-related issues raised by India-based employees via phone, email, chat, or ticketing system
- Troubleshoot and resolve hardware, software, network, and connectivity issues in a timely manner
- Set up,



configure, and maintain employee workstations, laptops, mobile devices, printers, and peripherals
- Manage user accounts, access provisioning, and password resets across Active Directory, Microsoft 365, and other company systems
- Assist with onboarding current employees -- equipment setup, account creation, and orientation to IT systems

Security Monitoring & Incident Response
- Monitor security alerts, system logs, and network activity during India business hours to detect anomalies or potential threats
- Act as the real-time local point of contact for any data breach, ransomware, unauthorized access, or cybersecurity incident -- immediately escalating to the US IT team and management
- Follow established incident response procedures and document all security events thoroughly
- Ensure endpoint protection tools (antivirus, EDR, patching) are active and up to date on all India-based devices

📌 IT Helpdesk (Ahmedabad)
🏢 Mantras2Success
📍 Ahmedabad