Analyst-Onsite Support Services

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

Job Title: Analyst Onsite Support Services Tech 
Department: I&O – Global Support Services 
Reports To: I&O Regional IT Mgr / GSS IT Director 
Location: MTIC Hyderabad 
Job Type: Full-Time 

Position Summary 

The Onsite Support Services Tech serves as the hands-on extension of the GTO organization, delivering in-person support and technical assistance at the assigned location. This role bridges the gap between remote support teams and end users, ensuring high-quality, efficient service for hardware, software, and network-related needs. The Tech is a key face of IT, ensuring seamless user experiences (EUX) and representing the IT department in various business and technical engagements. 

Key Responsibilities 

Onsite User Support & Troubleshooting 

• Serve as the escalation point for the IT Service Desk and Remote Support teams. 

• Troubleshoot and resolve issues related to hardware, software, peripherals, and connectivity. 

• Provide daily support for desktop/laptop users and conference room AV equipment. 

• Conduct routine AV checks and support IT onboarding for new employees. 

Representation & User Experience 

• Act as the onsite ambassador for GTO, delivering excellent customer service. 

• Provide basic IT training and guidance on IT best practices. 

• Collect and communicate user feedback to drive service improvement. 

Hardware & Software Management 

• Install, configure, and maintain end user devices including laptops, workstations, printers, and mobile devices. 

• Track IT assets, process hardware repairs, coordinate replacements, and support software deployments. 

Hands and Feet Support 

• Assist remote teams with onsite tasks involving servers, switches, routers, and wireless APs. 

• Support MDF and IDF maintenance under direction from Regional Leads and Vendor RSMs. 

• Perform basic tasks like rebooting equipment, cabling, console access, and hardware swaps. 

Incident Management & Escalation 

• Log all activities in the IT ticketing system. 

• Adhere to SLA timelines for support cases and escalate critical issues appropriately. 

• Collaborate with Level 2/3 support teams and external vendors as needed. 

VIP and Executive Support 

• Provide priority support for executive users and urgent business-impacting issues. 

Security & Compliance 

• Support endpoint security (e.g., antivirus, encryption). 

• Promote user awareness on cybersecurity practices and ensure adherence to IT policies. 

Vendor Coordination & Local Consultation 

• Collaborate with business units on IT-related vendor negotiations (e.g., mobile services, printing, IT maintenance). 

• Support procurement and vendor management processes and on-site coordination. 

Collaboration with Global IT 

• Partner with global and regional IT teams on projects, rollouts, and technology upgrades. 

• Contribute to documentation, knowledge sharing, and process improvement initiatives. 

Qualifications 

• Associate’s degree or equivalent technical certifications 

• 2+ years of experience minimum in a hands-on IT support or desktop support role. 

• Strong knowledge of Windows OS, Microsoft Office, MAC OS, hardware troubleshooting, and networking basics. 

• Experience with ITSM tools (ServiceNow) is a plus. 

• Excellent communication and customer service skills. 

• Ability to work independently and manage multiple priorities. 

Work Environment 

• Primarily onsite in a corporate office or campus environment. 

• May require lifting and moving equipment, extended periods of walking or standing, and occasional after-hours support. 

Skills and Qualifications

Required:

• 3+ years of hands-on experience in Identity and Access Management or cybersecurity operations.
• Strong expertise with Okta Identity Cloud (SSO, MFA, Workflows, IGA, OPA, ODA) including lifecycle management and integrations.
• Practical expertise with Privileged Access Management (CyberArk, Okta OPA, BeyondTrust, Delinea, Cerby) and secrets management.
• Administration-level experience with Active Directory/LDAP, Entra ID (Azure AD), and cloud IAM solutions (e.g. AWS Cognito, Azure AD, GCP IAM).
• Proven experience with authentication and federation standards (SAML, OAuth, OIDC, SCIM).
• Experience in threat detection and incident response using tools such as CrowdStrike ITP, Semperis DSP and others, with proven risk remediation capabilities.
• Familiarity with UAR (User Access Reviews), compliance reporting, and audit evidence collection to support regulatory frameworks (SOX, NIST CSF, PCI, etc.).
• Basic experience in scripting and automation using PowerShell, Python, and REST APIs.
• Hands-on expertise with monitoring and analytics platforms (e.g. Grafana, Sumo Logic, CrowdStrike ITP etc) for IAM/PAM service health and metrics.
• Strong troubleshooting skills across Windows/Linux platforms, SSL certs, and cloud components.
• Advanced Microsoft Excel, including pivot tables, formulas, and data analysis.
• Participate in after-hours rotations or on-call duties to support critical incident response as needed.
• Excellent communication, collaboration, and problem-solving skills.
• Minimum Okta Certified professional.

Preferred:

• Bachelor’s degree in technology or applicable experience.
• Okta Certified Administrator or equivalent IAM certification.
• Certification in CyberArk or comparable PAM technologies, with demonstrated ability to design, implement, and maintain secure privileged access environments.
• Knowledge on endpoint privilege management (Windows/macOS) and server privilege management (Windows/Linux).
• Experience with automation tools (Ansible, Terraform, CI/CD pipelines in AWS/Azure).
• Experience contributing to disaster recovery and business continuity planning.

• Knowledge of modern identity security principles including Zero Trust, password less authentication, and Just-in-Time access.

Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

How We Work:
We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Our Approach to Flexible Work:
We embrace a flexible work model designed to empower a culture of growth, optimism, and wellbeing, where every employee can reach their full potential. Combining purposeful in-person collaboration with flexibility, our focus is to optimize performance and drive connection for moments that matter.

Who We Are:
Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.

Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.

Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment.

Videos to watch:
The Culture at Mattel
Corporate Philanthropy