IT Support Associate

Role Description This is a full-time, on-site role based in Chennai for an IT Support Associate (Internal IT). In this role, the IT Support Associate will be responsible for providing technical assistance and support within the company. Key responsibilities include troubleshooting system and hardware issues, maintaining Windows systems, managing internal IT equipment, providing end-user support, and ensuring smooth operation of IT services. Monitoring and supporting cloud-based platforms and ensuring effective communication across teams are integral aspects of this role. Role Overview We are seeking IT Support Associate to join our Internal IT team. This role focuses on ITSM processes, device health monitoring, user lifecycle management, policy compliance, and operational support for end-user technologies. The ideal candidate will have an IT background, good communication skills, and hands-on experience in modern endpoint management tools such as Service desk and Microsoft 365. 1. ITSM & Operational Support • Manage and resolve tickets, incidents, and service requests within internal SLAs. • Document issues, troubleshooting steps, root causes, and resolution notes. • Support problem management by identifying recurring issues. • Maintain IT documentation, SOPs, configuration guides, FAQs, and knowledge base articles. 2. Device & System Monitoring • Monitor device health, performance, and security posture using Applixure, Intune, and other internal portals. • Analyze telemetry and alerts; take proactive actions. • Contact users for device handling issues. • Coordinate escalations with IT Head when required. • Review Insider Risk indicators via applicable security and compliance portals and escalate when required. • Monitor alerts related to external threats such as malware attempts, phishing indicators, suspicious network traffic, unauthorized access attempts, or abnormal sign-in activity from external sources. 3. User Lifecycle & Identity Management • Perform onboarding/offboarding in Active Directory, Azure AD, and Microsoft 365. • Manage accounts, groups, roles, and licenses. • Conduct periodic access reviews. • Ensure compliance with identity and access policies. 4. Device, Asset & Inventory Management • Maintain accurate asset records in Intune, Service Desk, and internal systems. • Manage device allocation, return, maintenance, and disposal. • Coordinate vendor repair and warranty tasks. • Ensure asset compliance with IT standards. 5. IT Policy & Compliance Support • Assist in reviewing and updating IT policies and configurations. • Monitor compliance dashboards • Support remediation of non-compliant devices. • Help enforce security baselines and patching standards. 6. Application & Endpoint Support • Support user issues related to M365 apps, Teams, SharePoint, OneDrive. • Troubleshoot devices, network, printing, and hardware problems. • Support remote employees with VPN and secure access. • Assist with basic backup workflows (OneDrive/SharePoint). 7. Security & Monitoring Assistance • Monitor M365 Security and Defender alerts. • Perform initial triage on low/medium security alerts. • Report suspicious activity. • Support patching/security awareness campaigns. 8. Administrative & Coordination Tasks • Assist in procurement processes and vendor communication. • Support IT projects such as onboarding and system rollouts. • Participate in communication campaigns for IT best practices. Non-Technical Requirements • Location: Must be based in Chennai or willing to relocate. • Experience: Minimum 2+ years in ITSM, internal IT support, or service desk. • Strong English communication skills. • Flexible to work occasional evening hours. • IT academic background • Strong attention to detail and customer-focused mindset. • Demonstrate polite, respectful, and patient communication when supporting users from different countries and time zones. • Handles sensitive information, access rights, and user data with high confidentiality, integrity, and ethical responsibility. Preferred Skills • Experience with Intune, Azure AD, Microsoft 365 Admin Center. • Basic understanding of GDPR, NIS2, or IT security concepts. • Familiarity with compliance, patch management, and Windows update rings. • Knowledge of VPN, networking basics, and shared drive permissions. • Experience with ITSM platforms (Freshservice, ServiceNow, Zoho etc.).