IT Service Desktop Support Analyst

Overview
Come discover why Tricon has been certified as a Great Place to Work ! The award is based
entirely on what current employees say about their experience working at Tricon. Great
Place to Work is the global authority on workplace culture, employee experience, and the
leadership behaviors proven to deliver market-leading revenue, employee retention, and
increased innovation.

About us: Tricon is an industry leader in the global commodity trade and distribution
market. In our 27+ years in business, we have grown to become one of the largest privately
held companies in Houston, TX and recognized as the 2nd largest chemical distributor in the
world. Our diverse team spans 25+ offices worldwide, adding value by providing logistic, risk
management, financing, and market intelligence services. We strive to enhance
international commerce through the physical movement and marketing of industrial
petrochemicals, polymers, fuels, and raw materials. By providing our suppliers and
customers with streamlined services, they are able to focus on their core business.

Position Overview
Tricon Energy is seeking IT Service Desktop Support to provide technical support to end
users in a mobile endpoint and global multi-site infrastructure environment. Strong
analytical, planning, organizing, and problem-solving skills are needed to be successful in
this position. Excellent communication skills, issue management, and team-oriented
support are critical to the success of this position. The ability to support the installation and
maintenance of client laptop hardware and software with the ability to perform remote
support and troubleshooting is required.

Location: Goregaon- West, Mumbai

Responsibilities:
Provide support to employees both deskside and remotely
Able to work in different shifts (day/night) as per requirement.
Correct faults, provide resolution and/or proper escalation of complex problem tickets
Perform PC and network troubleshooting and upgrades
Network support and troubleshooting
Perform network analysis and capacity planning
Assist in the creation of processes and procedures for client network operations
Contribute to the administration / monitoring / compliance of endpoint backup and disaster recovery via OneDrive
Ongoing education and continual improvement of IT Service Delivery and processrefinement
Troubleshooting issues related to Office 365 environment.
Continuously monitor security systems intrusion detection/prevention systems (IDS/IPS), antivirus software, and endpoint detection and response (EDR)solutions to identify and respond to security threats through Microsoft Defender and Sentinel
Detect, investigate, and respond to security incidents such as unauthorized access, data breaches, malware infections, etc. This involves analyzing security logs, and coordinating incident response activities through Microsoft Defender,
Sentinel and Cisco Umbrella.
Regular vulnerability assessments to identify weaknesses and vulnerabilities in systems, networks, and applications. Remediate identified vulnerabilities through Microsoft Defender.
Collaborate with internal team and Vendors to evaluate security technologies, ensuring security controls are in place.
Stay updated on cybersecurity threats, vulnerabilities, and trends by monitoring threat intelligence sources such as security blogs, and vendor advisories. Analyze threat analytics to assess the potential impact on the organization and take
appropriate countermeasures.
Security Documentation and Reporting: Prepare reports on Weekly/Monthly basis.
Administer and maintain security tools and technologies such as SIEM (Security Information and Event Management) systems, endpoint security solutions, and identity and access management (IAM).
Monitor and analyze email logs for signs of malicious activity, such as phishing attempts, spam, malware attachments, and suspicious links using Abnormal and Microsoft Defender.
Respond to phishing incidents by investigating suspicious emails, identifying compromised accounts, and implementing remediation measures to prevent further spread of phishing attacks.
Respond to user inquiries, troubleshoot hardware and software issues, and provide technical support and guidance to end-users. Resolve incidents and service requests in a timely manner to minimize downtime and disruptions.

Experience and Qualifications:
Excellent verbal and written communication skills is required
Excellent documentation skills is required
Knowledge of Windows operating systems up to Windows 11
Knowledge of Office 365 user management is required
Experience with Microsoft Entra and Identity Access Management (IAM) is preferred
Understanding of network switches, routers, and firewalls is required
Troubleshooting, initiative, self-management, innovation and professionalism are critical.
Bachelor s degree preferred or equivalent work experience/certifications (A+, Network+, MCP, MCSE, and MCSA)
Fluent in English - will be supporting users in the US, LATAM, EMEA and APAC
3-4 years of experience as a Microsoft Generalist
Basic ICMP network troubleshooting skills like TRACERT, PING, and ROUTE PRINT for command line visibility into Network Layer
Office 365, Windows 11 support experience. Will be managing OneDrive, & Teams and assisting with SharePoint
Managing endpoints with Microsoft Intune is preferred
Global, multi-site experience (VPN, remote support, SD-WAN) is preferred
Experience with ticketing systems: Autotask, ConnectWise, Remedy, Track-It, Service Now
Abstract Reasoning and problem-solving skills are key to success
Microsoft SharePoint, Outlook and Teams support
Maintain a broad knowledge of state-of-the-art technology, equipment and/or systems; participate in professional development activities as appropriate