IT Support Specialist

About Mintz Group

At Mintz Group, we specialize in uncovering facts that help clients make informed decisions, mitigate risk, and move forward with confidence. For more than 30 years, our teams have supported clients around the world through diligence, disputes, asset tracing, and complex investigations. We operate across 12 offices with more than 250 professionals, delivering reliable and actionable insights for high stakes matters. 

Why Join Us

• Global impact on work that matters for clients across industries
• Expert colleagues who value accuracy, ethics, and collaboration
• Growth through continuous learning and modern workplace tools
• A culture that focuses on quality, accountability, and results

What's This Role About?

Mintz Group is seeking a service minded End User Experience Helpdesk Specialist for our Mumbai office. You will support colleagues worldwide by ensuring a reliable, secure, and efficient computing environment. You will troubleshoot and resolve issues, manage endpoints, and improve processes, all while communicating clearly and prioritizing the user experience.

Key Responsibilities

End user support and service delivery

• Provide responsive first and second level support for global users in a follow the sun model
• Troubleshoot and resolve issues across Windows, Microsoft 365, and Azure connected environments
• Support onboarding and offboarding including account setup, device preparation, and equipment lifecycle management for the Mumbai office
• Communicate clearly with users, set expectations, and close requests with accuracy and care

Systems, tools, and workflow management

• Monitor helpdesk trends and metrics and recommend improvements to elevate user satisfaction
• Manage endpoints with Intune, Autopilot, and Defender to ensure stability, compliance, and security
• Promote adoption of Microsoft 365, Teams, SharePoint, OneDrive, Power Automate, and Copilot
• Maintain clear documentation and refine procedures for consistency and efficiency

Operational support and incident resolution

• Coordinate with Facilities to keep onsite technology operating smoothly including workstations, audiovisual systems, conferencing tools, and network connectivity
• Work with ISPs, hardware suppliers, and facilities vendors to resolve onsite issues promptly
• Apply analytical and debugging skills to identify root causes and prevent recurrence

Collaboration and communication

• Partner with peers and leaders in IT and security to meet business needs and resolve incidents
• Provide timely updates on status, next steps, and resolution timelines
• Demonstrate a calm and professional approach in a fast paced setting

Compliance, security, and governance

• Adhere to cybersecurity and compliance standards including SOC 2, ISO 27001, and India's Digital Personal Data Protection Act
• Support secure configurations and device compliance in alignment with firm policies

What Makes You a Great Fit

Essential Skills

• 5 to 7 years of hands on IT support experience in a global organization
• Strong knowledge of Windows 10 and 11, Microsoft 365, and Azure Active Directory administration
• Experience with endpoint and security management such as Intune and Defender for Endpoint or equivalent
• Proven diagnostic and problem-solving skills with strong attention to detail
• Excellent written and spoken English to collaborate with international colleagues and vendors
• Familiarity with helpdesk and ITSM tools such as Zendesk or ServiceNow
• Knowledge of SOC 2, ISO 27001, and cybersecurity best practices
• Ability to manage multiple priorities while maintaining service excellence
• Flexibility to provide occasional support outside standard business hours to accommodate global time zones

Preferred Qualifications

• Microsoft certifications such as MS 900, MD 102, or AZ 900
• Experience with Power Automate or similar workflow automation tools
• Experience using metrics for process improvement or service quality analysis
• Background in ITIL or ISO 20000 service management environments
• Prior experience supporting IT in a multinational corporate environment.