:

- 3-5 years of experience in a help desk analyst, internal IT support, desktop support, or similar technical support role.
- Hands-on L2 support experience with the ability to triage, troubleshoot, escalate, and follow through without heavy oversight.
- Strong working knowledge of the Microsoft 365 suite, including Outlook, Teams, SharePoint, OneDrive, and Office applications.
- Working knowledge of Microsoft security concepts, access controls, permissions, MFA, endpoint hygiene, and secure support practices.
- Comfortable supporting device / asset-related processes and maintaining accurate support documentation.
- Strong written and verbal communication skills, especially when supporting users remotely.
- Self-motivated, organized, and able to manage competing tickets or requests with good judgment.
- Comfortable working with a global, distributed team and supporting users across multiple locations.

Preferred Experience

- Prior experience supporting security-related requests, access reviews, endpoint compliance, or security tooling.
- Familiarity with Microsoft Defender, Entra ID, Intune, Exchange admin concepts, or related Microsoft admin portals.
- Experience with asset management tools, inventory tracking, device provisioning, or device return processes.
- Exposure to Dynamics 365 Customer Service, ticketing systems, or other help desk platforms.
- Basic PowerShell or scripting familiarity is a plus but not required.

Certifications

Microsoft 365 Fundamentals or equivalent practical experience.Microsoft Security, Compliance, and Identity Fundamentals or equivalent practical experience.CompTIA A+, Network+, Security+,



or comparable help desk / security training is helpful but not mandatory.

Duties:

IT Support Analyst serves as an L2 support resource for internal users, helping resolve day-to-day technical issues, support asset-related tasks, and troubleshoot remotely across a global team workplace. This role is intended for someone with a strong help desk foundation, practical Microsoft 365 experience, and the judgment to handle support requests with urgency, clarity, and a security-first mindset.

Core Responsibilities

- L2 internal support: Serve as an escalation point for internal help desk requests, including account access, device issues, Microsoft 365 Support, and general technical troubleshooting.
- Remote troubleshooting: Assist users through remote support tools, clearly documenting troubleshooting steps, outcomes, and follow-up actions.
- Asset support: Support asset-related activities such as device coordination, inventory accuracy, setup / deployment support, returns, and lifecycle updates.
- Microsoft 365 support: Support common Microsoft suite issues across Outlook, Teams, SharePoint, OneDrive, Office applications, and related user productivity tools (Dynamics 365, Copilot, etc)
- Security-aware operations: Apply basic security practices when handling access, permissions, device support, account changes, and user requests.
- Ticket management: Use a help desk / ticketing system to track work, prioritize requests, document resolution details, and maintain clean handoffs.
- Global team support: Work comfortably with users and teammates across regions and time zones, communicating clearly and professionally.

📌 Internal IT Support Administrator (Pune)
🏢 Cyclotron
📍 Pune