Senior IT Engineer

We are seeking a highly motivated and experienced Sr. IT Engineer to be our first dedicated IT presence in India. This is a unique opportunity to build and shape our IT support infrastructure in a rapidly growing region. You will be responsible for providing comprehensive IT support to our India-based employees, as well as assisting with field US-based IT support requests. This role requires a proactive individual with strong technical skills, excellent communication abilities, and a passion for delivering exceptional customer service.

This is a full-time, (5 days) onsite role based in Gurugram, India.

Shift Time: 2 PM - 10:30 PM IST (Cabs will be provided)

You Will:

• Be the primary IT point of contact to provide on-site and remote IT support for employees in India and assist with off hour US-based support requests.
• Oversee the setup, maintenance, and troubleshooting of workstations, peripherals, network devices, and AV equipment.
• Manage employee onboarding and offboarding, including account creation, access provisioning, and equipment setup.
• Respond to and resolve IT support tickets via Zendesk and Jira, ensuring timely resolution and clear communication.
• Monitor and respond to Slack pings and emails, and collaborate with global IT teams.
• Maintain detailed IT documentation and provide regular reports on support activities and performance.

You Have:

• 5+ years of experience in IT support, with a focus on end-user support.
• Solid knowledge of Windows and macOS operating systems, hardware, software, and network troubleshooting (LAN, WAN, WLAN).
• Experience with Zendesk and Jira ticketing systems.
• Experience with AV conferencing tools such as Neat, Zoom and Google Meet
• Solid understanding of core applications such as: Okta, Slack, Zoom
• Solid understanding of Mobile Device Management for mobile devices and laptops/desktops. (e.g., Workspace ONE, Jamf, Google MDM).
• Knowledge and skills to investigate performance issues on macOS, Windows Desktop, ChromeOS and Linux
• Ability to communicate technical information clearly to both technical and non-technical users.  

You Are:

• Able to work autonomously and take initiative in problem-solving.
• Passionate about delivering exceptional customer service and resolving IT issues efficiently.
• Able to work effectively as part of a global team and communicate clearly with colleagues.
• Able to manage multiple tasks, prioritize effectively, and maintain accurate documentation.
• Able to work flexible hours to support global teams and adapt to changing priorities.
• Possess strong analytical and problem-solving skills.
• Experienced with cloud platforms is a plus.