Technical Support Engineer

About the role :

Reporting to the Head of IT and InfraOps, you will be a support focused engineer and will have a background in IT Systems and cloud native administration. You’ll also be entrepreneurial and have the ability to work with a talented global team of engineers while demonstrating an appetite to gain good technical competency and ensuring that the highest levels of system availability, performance and security are met. 

As an IT Enablement Engineer you’ll be administering and maintaining IT cloud Infrastructure related technologies within Tide, while also providing 1st/2nd line support functions for the service desk and support teams.

As an IT Enablement Engineer you will: 

• Administering Tide’s Corporate IT and Infrastructure tech stack, managing current technologies, improving existing practices, integrating the multiples of SaaS applications with Tide systems
• You will maintain the reliability of the macOS and Microsoft Windows platforms with deployment workflows, and software updates
• You will work to scale our Mobile Device Management platforms to support fast-moving teams in a fast-paced environment while helping end users get the most out of their macOS and Windows devices.
• Providing 1st/2nd line systems and application level support to end users
• Troubleshooting problems, answering questions and providing training on IT Systems to end users.
• Identifying, testing, and implementing workarounds for reported issues
• Assist in the maintenance and rollout of new applications and their integrations.
• Document procedures, policies, technical instructions and security practices

What we are looking for: 

• You have working knowledge of the following MDM tools

           a. JAMF Cloud

           b. Microsoft Modern endpoint management tools - Intune.

• You have knowledge about Okta & you have experience with Identity and  Authentication tooling (Okta)
• You have working knowledge of Atlassian backend.
• Knowledge of Google workspace administration would be an added bonus.
• You have knowledge about Windows devices and Windows OS troubleshooting, including device formatting and hardware preparation.
• You have knowledge about Apple devices, Mac OS and its configuration.
• You have a practical level of experience working with ITSM platforms and ticketing systems, specifically Atlassian (JIRA & Confluence)
• Excellent customer focus and a can-do attitude and good communication skills

What you’ll get in return: 

• Competitive salary
• Self & Family Health Insurance
• Term & Life Insurance
• OPD Benefits
• Mental wellbeing through Plumm
• Learning & Development Budget
• WFH Setup allowance
• 15 days of Privilege leaves
• 12 days of Casual leaves
• 12 days of Sick leaves
• 3 paid days off for volunteering or L&D activities

TIDE IS A PLACE FOR EVERYONE

At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives. 

We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.

At Tide, we thrive on diversity, embracing various backgrounds and experiences. We welcome all individuals regardless of ethnicity, religion, sexual orientation, gender identity, or disability. Our inclusive culture is key to our success, helping us build products that meet our members' diverse needs. We are One Team, committed to transparency and ensuring everyone’s voice is heard.

You personal data will be processed by Tide for recruitment purposes and in accordance with Tide's Recruitment Privacy Notice.