Analyst, IT Support

Please note: This position requires you to work from our Mumbai office based in Andheri East.

At CACTUS, we are seeking an experienced Desktop Engineer / IT Support Analyst to provide Level 2 end-user support in a 24x7 enterprise environment. The ideal candidate will be responsible for desktop, laptop, and end-user application support, ensuring high availability, performance, and user satisfaction while meeting SLA commitments.

• Install, configure, and support Windows desktop/laptop environments (MacOS/Linux exposure is a plus).
• Provide L2 technical support to end-users via phone, email, chat, and remote tools.
• Troubleshoot and resolve hardware, software, Office 365, Outlook/Exchange, Active Directory, printer, and basic network issues.
• Manage incident and service request lifecycle using ITSM/ticketing tools, ensuring SLA adherence.
• Perform remote troubleshooting, root cause analysis, and coordinate escalations to internal SMEs or external vendors.
• Support laptop imaging, deployment, configuration, and asset management activities.
• Maintain and update technical documentation, SOPs, and knowledge base articles.
• Ensure compliance with IT security policies, patching, antivirus, and endpoint protection standards.
• Communicate effectively with users, providing timely updates and resolution status.
• Prepare incident reports, trend analysis, and operational documentation as required.

Must Have Skills:

• Bachelor's degree in B.Sc., BCA, B.Tech, BE, or equivalent experience.
• 3-5 years of experience in Desktop Support / IT Support Analyst / Helpdesk role.
• Strong hands-on experience with Windows OS, Office 365, Exchange Online, Active Directory, Skype/Teams, OneDrive.
• Experience in hardware troubleshooting, laptop configuration, and peripheral support.
• Familiarity with remote support tools and enterprise ticketing systems.
• Excellent problem-solving, communication, and customer-handling skills.
• Willingness to work in a 24x7 support environment.

Preferred Skills:

• Exposure to MacOS and Linux environments
• Knowledge of Active Directory user/group/DL management.
• Basic understanding of networking (DNS, DHCP, VPN).
• Experience with ITIL-based processes ITIL/Microsoft certifications are a plus.
• Familiarity with endpoint security and patch management tools.

Before applying, please ensure you meet the role requirements listed above and have legal authorization to work in the country where this role is advertised.Our selection process typically involves an initial screening by a recruiter, a technical assessment, and an HR Business Partner round.

Equal Opportunity

Our hiring practices reflect our commitment to providing equal opportunities and creating an environment where everyone can thrive, develop, and succeed. We celebrate the uniqueness of our team members and prohibit discrimination of any kind, based on race, color, religion, gender identity, sexual orientation, age, marital status, disability, or any other protected characteristic.

Accelerating from Anywhere

As a remote-first organization, these are essential attributes we look for in all our candidates.

• Taking ownership of your work with minimal supervision, showing strong ability to organize, prioritize and deliver results independently.
• Documenting work that brings everyone on the same page.
• Maturity to choose between synchronous and asynchronous collaboration.
• Effectively collaborating with colleagues across different time zones by setting dedicated hours for collaboration and keeping team members updated through your MS Teams status.

Established in 2002, Cactus Communications () is a leading technology company that specializes in expert services and AI-driven products which improve how research gets funded, published, communicated, and discovered. Its flagship brand Editage offers a comprehensive suite of researcher solutions, including expert services and cutting-edge AI products like Mind the Graph, Paperpal, and R Discovery. With offices in Princeton, London, Singapore, Beijing, Shanghai, Seoul, Tokyo, and Mumbai and a global workforce of over 3,000 experts, CACTUS is a pioneer in workplace best practices and has been consistently recognized as a great place to work.