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

Bachelors degree (BE 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 clear 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 including account updates group or license requests password support and MFA reset following access-control procedures.

- Support endpoint management and security controls through Microsoft Intune and/or JAMF including enrolment policy compliance encryption checks patching coordination and standard application deployment.

- Troubleshoot basic office network Wi-Fi VPN DNS DHCP and TCP/IP issues; escalate infrastructure issues with complete diagnostics.





- Support onboarding transfers and offboarding by completing assigned tasks accurately and within agreed timelines.

Software Collaboration Tools & Security

- Install configure and troubleshoot approved business applications and Microsoft 365 services including Outlook Teams SharePoint and OneDrive.

- Provide basic support for approved AI productivity tools focusing on access client configuration and user guidance within company policy; escalating privacy security or data-handling concerns.

- Recognize and promptly escalate suspected phishing malware data-loss or other security events; do not independently administer email security controls unless specifically authorized.

- Assist senior team members with pilots rollouts endpoint changes and user communications for new tools or processes.

Asset Records Knowledge & Continuous Improvement

- Complete assigned asset-management activities such as tagging stock checks assignment and return records and reconciliation of device and software data under the direction of the process owner.

- Create or update ticket notes knowledge articles FAQs and work instructions using approved templates; obtain review for new or materially changed procedures.

- Identify recurring issues knowledge gaps and opportunities to improve employee support experience.

- Collaborate with regional and global IT teams and external support partners to resolve issues and deliver a consistent service.

What You Bring

- 2-3 years of hands-on experience in an IT service desk desktop support or end-user computing role.

- Practical support experience with Windows and macOS devices common peripherals and remote-support tools.

- Working knowledge of Microsoft 365 Microsoft Entra ID endpoint management concepts and account or access support.

- Experience using an ITSM platform such as Jira Service Management ServiceNow Freshservice or a comparable tool.

- Foundational knowledge of endpoint security phishing awareness encryption patching MFA and least-privilege practices.





- Clear written and spoken English professional user communication and the ability to explain technical steps in simple terms.

- Strong troubleshooting prioritization follow-through attention to detail and willingness to learn.

Preferred

- Experience supporting a hybrid workforce and collaborating with distributed or global IT teams.

- Hands-on exposure to Microsoft Intune and/or JAMF.

- Basic familiarity with approved AI productivity tools such as Microsoft Copilot Google Gemini or Claude.

- Basic Linux awareness is helpful only where the supported environment requires it; it is not a core requirement for this role.

How Success Will Be Measured

Performance will be assessed against the teams established service targets and operating procedures with emphasis on:

- Timely response accurate prioritization and appropriate escalation of support requests.

- Quality and completeness of ticket notes asset records and knowledge updates.

- Reliable completion of onboarding offboarding endpoint and access-related tasks.

- Positive professional user communication and consistent ownership through resolution.

- Adherence to security privacy access control and change management requirements.

- Contribution to team learning recurring-issue reduction and service improvement.

Why Work for Material

In addition to fulfilling high-impact work company culture and benefits are integral to determining whether a role is the right fit. Here is a little about who we are and what we value.

Who We Are & What We Care About

- Material is a global company that works with leading brands worldwide. We also create and launch current brands and products placing innovation and value creation at the center of our practice.

- Our clients span organizations across technology retail transportation finance and healthcare. Employees collaborate with talented colleagues across the company the country and the world.

- We prize inclusion and interconnectedness. We amplify our impact through the people perspectives and expertise we engage in our work.

- We are a learning-oriented outcomes-focused community that creates experiences that matter generates new value and makes a difference in peoples lives.

CANDIDATE NOTE

Candidates who meet most but not every preferred qualification are encouraged to apply.

Required Experience:

IC

📌 IT Support Associate (Gurugram)
🏢 SRIJAN TECHNOLOGIES
📍 Gurugram