ROLE PURPOSE

Provide responsive Level 1 IT support to employees in India and other supported locations. The role owns the user experience from first contact through resolution or escalation, supports secure endpoint and account operations, and keeps service records accurate and current.

Position Overview

Job title

IT Support Associate (L1)

Experience

2-3 years in service desk, desktop support, or end-user computing

Education

Bachelor’s degree (BE, B.Tech, BCA, BSc IT/Computer Science) or a 3-year full-time technical diploma; equivalent relevant experience may be considered

Location

Gurugram / Delhi NCR

Work model

Hybrid, with regular on-site support as business needs require

Reporting to

IT Manager

Schedule

Ability to support assigned business hours and participate in planned after-hours work or an on-call rotation, if required

Certifications

Preferred, not mandatory: ITIL Foundation, Microsoft 365 Fundamentals (MS-900), CompTIA A+, or a relevant endpoint-support certification

What You Will Do

Service Desk & User Support




- Act as the first point of contact for technical assistance through the approved ticketing channels, remote support, and in-person support.
- Log, categorize, prioritize, and update incidents and service requests with transparent troubleshooting notes and the correct resolution or escalation path.
- Diagnose and resolve common hardware, software, connectivity, access, and collaboration-tool issues using structured questioning and documented procedures.
- Own tickets through closure, keep users informed, and escalate complex, high-impact, security-related, or ageing issues to the appropriate team.
- Work within defined service targets and proactively raise SLA or user-impact risks to the IT Manager.

Endpoint & Identity Operations
- Prepare, configure, deploy, collect, and refresh Windows and macOS endpoints, mobile devices, and standard peripherals.
- Perform approved user lifecycle tasks in Microsoft Entra ID and related systems, inc

📌 IT Support Associate (Gurugram)
🏢 Srijan Technologies
📍 Gurugram