IT Helpdesk & Support Specialist (L3)

Job Description:

Position Summary

We are seeking a motivated and technically skilled IT Helpdesk & Support Specialist to join our growing India-based team. This is a newly created, critical role designed to provide real-time, on-the-ground IT support to all India-based employees

Currently, the IT helpdesk function is staffed entirely from the United States, creating a significant time-zone gap that delays support for the corresponding India team and limits our ability to detect and respond to security incidents in real time. This role will bridge that gap -- ensuring employees in India receive prompt, knowledgeable IT assistance and that any infrastructure issues, data breaches, or security alerts are identified and escalated immediately, without waiting for the US team to come online.

Key Responsibilities

Day-to-Day Helpdesk Support

• Serve as the first point of contact for all IT-related issues raised by India-based employees via phone, email, chat, or ticketing system
• Troubleshoot and resolve hardware, software, network, and connectivity issues in a timely manner
• Set up, configure, and maintain employee workstations, laptops, mobile devices, printers, and peripherals
• Manage user accounts, access provisioning, and password resets across Active Directory, Microsoft 365, and other company systems
• Assist with onboarding new employees -- equipment setup, account creation, and orientation to IT systems

Security Monitoring & Incident Response

• Monitor security alerts, system logs, and network activity during India business hours to detect anomalies or potential threats
• Act as the real-time local point of contact for any data breach, ransomware, unauthorized access, or cybersecurity incident -- immediately escalating to the US IT team and management
• Follow established incident response procedures and document all security events thoroughly
• Ensure endpoint protection tools (antivirus, EDR, patching) are active and up to date on all India-based devices
• Enforce IT security policies and educate employees on best practices (phishing awareness, password hygiene, data handling)

Infrastructure & Systems Support

• Support local network infrastructure including Wi-Fi, switches, VPN, and internet connectivity
• Coordinate with US IT team on infrastructure projects, system rollouts, and maintenance windows
• Assist with backup verification and ensure business continuity procedures are in place locally
• Manage IT inventory -- track assets, maintain records, and coordinate equipment procurement as needed

Collaboration & Communication

• Maintain clear, consistent communication with the US-based IT team -- providing daily handoff notes, incident summaries, and status updates
• Log all support tickets and incidents in the IT service management (ITSM) system with detailed notes
• Participate in regular IT team meetings (may require occasional early morning or evening calls to align with US time zones)
• Proactively identify recurring issues and recommend process or system improvements

Qualifications & Requirements

Education

• Bachelor's degree in Information Technology, Computer Science, or a related field -- OR equivalent practical experience

Experience

• 3-5 years of experience in an IT helpdesk, desktop support, or systems administrator role - Candidates with cross border/US reporting experience would be preferred
• Hands-on experience supporting Windows and/or macOS environments
• Experience working with Microsoft 365 (Exchange, Teams, SharePoint, OneDrive)
• Familiarity with Active Directory / Azure AD user and group management
• Experience with helpdesk ticketing systems (e.g., Jira Service Management, ServiceNow, Freshdesk, Zendesk)

Technical Skills

• Strong troubleshooting skills across hardware, OS, networking, and applications
• Working knowledge of TCP/IP networking, DNS, DHCP, VPN, and firewall fundamentals
• Understanding of cybersecurity concepts: endpoint security, phishing, MFA, data loss prevention
• Familiarity with remote monitoring and management (RMM) tools is a plus
• Basic knowledge of backup solutions and disaster recovery principles

Soft Skills

• Excellent communication skills in English (written and verbal) -- must be able to work effectively with a remote, US-based IT team
• Strong sense of urgency and accountability, especially around security incidents
• Customer-service mindset with patience and professionalism
• Ability to work independently and make sound decisions without immediate supervision
• Detail-oriented with strong documentation habits

Preferred Qualifications

• Industry certifications: CompTIA A+, Network+, Security+, Microsoft MD-102, or equivalent
• Experience in a US-headquartered multinational company or supporting cross-border teams
• Knowledge of ITIL framework and service management best practices
• Exposure to SIEM tools, endpoint detection and response (EDR), or security operations
• Experience with asset management systems and procurement workflows

Why This Role Matters