Position Overview SecurityLabs is seeking a service-oriented IT Helpdesk Engineer to provide dedicated Level 1 and Level 2 end-user support for employees across global locations. The successful candidate will operate as an extension of the SecurityLabs IT team, resolving incidents, fulfilling service requests, supporting endpoint and collaboration technologies, and maintaining high standards for responsiveness, security, and customer experience.

Key Responsibilities
• End-user support: Provide timely L1/L2 support and incident resolution for users across global locations.
• Google Workspace: Support Gmail, Drive, Meet, Calendar, Groups, and related collaboration services.
• Endpoint administration: Administer Windows devices and MacBooks using Google Device Management and JumpCloud, including onboarding, enrollment, policy enforcement, access management, and troubleshooting.
• Software lifecycle: Install, configure, upgrade, and remove authorized software and business applications.
• Patch management: Execute operating system and application updates; monitor compliance and coordinate remediation of exceptions.
• Security operations: Perform routine system health checks, vulnerability scans, antivirus monitoring, and security-compliance activities in accordance with IT policies.
• Asset management: Support asset issuance, tracking, movement, return, disposal coordination, and inventory reconciliation throughout the asset lifecycle.
• VPN support: Troubleshoot GlobalProtect VPN connectivity, process access requests,



and coordinate escalations with network and security teams.
• Basic network support: Diagnose LAN/WAN, Wi-Fi, DNS, DHCP, internet, and printer-connectivity issues, coordinating with ISPs and infrastructure or network teams when required.
• Identity and access: Support onboarding, offboarding, account provisioning, password resets, and access
- related requests.
• Ticket and SLA management: Log, track, prioritize, update, and resolve incidents and service requests within the designated ticketing system and agreed service levels.
• Escalation coordination: Work with infrastructure, security, enterprise application, and other resolver teams on advanced or cross-functional issues. Required Qualifications
• Three or more years of IT helpdesk, desktop support, or end-user computing experience, with practical exposure to both L1 and L2 support.
• Hands-on experience supporting Google Workspace in an enterprise environment.
• Experience administering Windows and macOS endpoints; familiarity with Google Device Management and JumpCloud is strongly preferred.
• Working knowledge of operating-system and application patching, antivirus tools, endpoint security, and vulnerability-remediation processes.




• Practical understanding of TCP/IP, LAN/WAN, Wi-Fi, DNS, DHCP, VPN, internet connectivity, and network printers.
• Experience with user onboarding/offboarding, account provisioning, access management, and password
- reset workflows.
• Experience working in an IT service-management or ticketing platform and meeting SLA-based response and resolution targets.
• Strong troubleshooting, documentation, communication, and customer-service skills.
• Ability to work independently, collaborate with global teams, handle competing priorities, and follow defined escalation procedures. Preferred Qualifications
• Hands-on support experience with GlobalProtect VPN.
• Experience supporting a geographically distributed or global workforce.
• Familiarity with ITIL-based incident, request, problem, change, and knowledge-management practices.
• Relevant certifications such as ITIL Foundation, CompTIA A+, Network+, Google Workspace Administrator, JumpCloud, Microsoft, or equivalent.
• Exposure to IT asset-management, vulnerability-management, and security-compliance reporting processes. Work Expectations This is a dedicated client-facing role. The selected professional must work as an integrated member of SecurityLabs, follow SecurityLabs policies, protect confidential information, maintain complete and accurate records, and provide qualified support across cultures and time zones. Shift flexibility may be required to align with global business coverage and operational needs.

📌 IT HELPDESK/SECURITY ENGINEER (India)
🏢 SecurityLabs-India
📍 India