Job Summary

Associate Engineer - IT Helpdesk

Location: Pune

Experience Required: 4+ Years

Are you a tech-savvy problem solver with a passion for helping others? We are looking for a dynamic IT Helpdesk Support to join our IT Operations team. In this jack-of-all-trades role, you will be the backbone of our employee experience, ensuring seamless onboarding, top-tier technical support, and the smooth operation of our global IT infrastructure.

If you have a proven track record in IT support, are eager to leverage system administration, up-to-date AI tools and possess a deep passion for IT, life, and the product, we want you on our team!

Responsibilities

- Provide L1 L2 Support: Act as the first and second line of IT support for employees, troubleshooting and resolving technical Endpoint ( Mac / Windows / Linux ) issues efficiently.
- Drive IT Lifecycle Management: Manage end-to-end employee IT lifecycles, including the onboarding of new hires, access and permission modifications, and seamless off-boarding activities.
- Empower End-Users: Provision, support, and troubleshoot corporate equipment, including laptops and Virtual Machines, while maintaining global communication technologies.

Systems Administration & Infrastructure
- Manage Access Identity: Administer and automate Active Directory and Okta integrations (SSO), alongside GSuite and Azure (O365) Administration.
- Device Asset Management: Manage IT assets and provision devices utilizing a Mobile Device Management (MDM) solution like Endpoint Central.
- Monitor Global Systems: Proactively monitor internal and external applications, systems, and global infrastructure components.

Process Optimization Innovation
- Leverage AI: Utilize a solid understanding of modern AI tools (like Gemini) to improve daily workflows and IT operations. ( emails , debugging , automation)
- Maintain Documentation Policies: Create and maintain accurate IT operational documentation.



Execute, optimize, and train managers and users on IT policies and procedures.
- Collaborate Globally: Sync daily activities and share experiences with our international IT Operations team, maintaining the flexibility to work non-standard hours to meet global business demands.
- Continuous Learning: Stay up to date with emerging technologies and solutions for the modern IT organization.

Experience & Education
- 4+ years of proven professional experience in IT Helpdesk, IT Support, or IT Operations roles.
- A degree in a Computer Science-oriented field, or equivalent practical experience.
- Strong hands-on experience working with service desk systems, specifically Freshdesk ITSM .

Technical Expertise
- Strong laptop and end user applications management skills across multiple operating systems ( Windows, MacOS, Ubuntu Linux ).
- Solid foundational experience with network infrastructure, telecommunications, Audio-Video systems ,Enterprise Mobility Management (EMM) solutions, and Cloud application management.
- Hands-on experience with identity and access management ( SSO, Okta ).

Soft Skills Mindset
- Versatility: An all-around, jack-of-all-trades capability with a strong desire to work accurately and efficiently.
- Communication: Excellent verbal and written communication skills to effectively support end-users and train staff.
- Flexibility: The ability to work independently as well as collaboratively within a global team, adapting to flexible hours when necessary.
- Drive Passion: A genuine passion for IT, life, and the product, coupled with the will to have a maximum impact on the company.
- Growth Mindset: A robust desire to grow yourself, your team, and the organization.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Associate Engineer - IT Helpdesk (Pune)
🏢 Druva
📍 Pune