Associate Engineer - IT Helpdesk

Associate Engineer - IT Helpdesk

About Druva
Druva is the resilience foundation for the AI enterprise, helping organizations secure and recover from connected risk across data, cyber, identity, and AI. The Resilience Cloud is a fully managed, cloud-native SaaS platform that delivers air-gapped and immutable protection across cloud, SaaS, on-premises, endpoint, and edge environments. Powered by Dru MetaGraph, Druva’s graph-powered intelligence layer, the platform connects critical business context so customers can understand risk, respond faster, recover cleanly, and govern data with greater confidence.

Trusted by nearly 7,500 customers, including 75 of the Fortune 500, Druva helps safeguard the critical information and systems businesses depend on in an increasingly connected world.

Visit druva.com and follow us on LinkedIn, X and Facebook.

Location: Pune

Experience Required: 4+ Years

 About the Role

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!

What You Will Do

Support & Employee Endpoint Lifecycle Management 

• 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.

Systems Administration & Infrastructure

• 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.

Process Optimization & Innovation

• 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.

Skills & Qualifications We Are Looking For

Experience & Education

• 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.

Technical Expertise

• 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).

Soft Skills & Mindset

• 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.