The posting
Location: Gurugram,Haryana,India
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 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
Required
- 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 team’s 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 new 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 people’s lives.
CANDIDATE NOTE
Candidates who meet most, but not every, preferred qualification are encouraged to apply.
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