Associate Engineer - IT Helpdesk

Are you a tech-savvy problem solver with a passion for helping others? Druva is looking for a dynamic IT Helpdesk Support to join our IT Operations team. In this "jack-of-all-trades" role, you will be the backbone of our employee experience, ensuring seamless onboarding, top-tier technical support, and the smooth operation of our global IT infrastructure.

If you have a proven track record in IT support, are eager to leverage system administration , modern AI tools and possess a deep passion for IT, life, and the Druva product, we want you on our team!

• Provide L1 & L2 Support: Act as the first and second line of IT support for Druva employees, troubleshooting and resolving technical Endpoint ( Mac / Windows / Linux ) issues efficiently.
• Drive IT Lifecycle Management: Manage end-to-end employee IT lifecycles, including the onboarding of new hires, access and permission modifications, and seamless off-boarding activities.
• Empower End-Users: Provision, support, and troubleshoot corporate equipment, including laptops and Virtual Machines, while maintaining global communication technologies.

• Manage Access & Identity: Administer and automate Active Directory and Okta integrations (SSO), alongside GSuite and Azure (O365) Administration.
• Device & Asset Management: Manage IT assets and provision devices utilizing a Mobile Device Management (MDM) solution like Endpoint Central.
• Monitor Global Systems: Proactively monitor internal and external applications, systems, and global infrastructure components.

• Leverage AI: Utilize a solid understanding of modern AI tools (like Gemini) to improve daily workflows and IT operations. ( emails  , debugging  , automation)
• Maintain Documentation & Policies: Create and maintain accurate IT operational documentation. Execute, optimize, and train managers and users on IT policies and procedures.
• Collaborate Globally: Sync daily activities and share experiences with our international IT Operations team, maintaining the flexibility to work non-standard hours to meet global business demands.
• Continuous Learning: Stay up to date with emerging technologies and solutions for the modern IT organization.

• 4+ years of proven professional experience in IT Helpdesk, IT Support, or IT Operations roles.
• A  degree in a Computer Science-oriented field, or equivalent practical experience.
• Strong hands-on experience working with service desk systems, specifically Freshdesk ITSM.

• Strong laptop and end user applications management skills across multiple operating systems (Windows, MacOS, Ubuntu Linux).
• Solid foundational experience with network infrastructure, telecommunications, Audio-Video systems ,Enterprise Mobility Management (EMM) solutions, and Cloud application management.
• Hands-on experience with identity and access management (SSO, Okta).

• Versatility: An all-around, "jack-of-all-trades" capability with a strong desire to work accurately and efficiently.
• Communication: Excellent verbal and written communication skills to effectively support end-users and train staff.
• Flexibility: The ability to work independently as well as collaboratively within a global team, adapting to flexible hours when necessary.
• Drive & Passion: A genuine passion for IT, life, and the Druva product, coupled with the will to have a maximum impact on the company.
• Growth Mindset: A strong desire to grow yourself, your team, and the organization.