This role is for one of our clients
Industry: Software Development

Seniority level: Mid-Senior level

Min Experience: 5+ years

Location: Bengaluru, Karnataka, India

JobType: full-time

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Acts as a senior technical expert within the IT support team, responsible for resolving the most complex user issues, leading support-focused initiatives, and driving the evolution of support practices across the organization. This role ensures operational excellence, mentors other support staff, and contributes to cross-functional IT projects.

Requirements
Key Roles & Responsibilities:
Provides expert-level technical support for escalated issues involving hardware, software, enterprise systems, and infrastructure.

Leads major incident resolution efforts, coordinating with other IT functions and communicating with stakeholders.

Defines and enforces best practices for support workflows, ticket handling, documentation, and escalations.

Collaborates with engineering, infrastructure, and security teams to align support efforts with systems design and operational goals.

Oversees technical onboarding and lifecycle management for complex user environments and sensitive roles.

Develops internal tools, scripts, or automation to improve support delivery and response times.

Coaches and mentors junior and mid-level support engineers to build technical depth and service consistency.

Tracks and analyzes support metrics to identify trends and proactively reduce incident frequency.

Basic Qualifications:
4+ years of progressive IT support or technical services experience

Bachelor's degree in Information Technology, Computer Science, or related field preferred

Good experience in Okta, Jamf, Intune & Networking

Strong expertise in Windows/macOS administration, endpoint management, Office 365

Experience with automation tools, scripting, and support-related analytics

Exceptional problem-solving, communication, and mentoring abilities

Proven record of owning major escalations, leading support initiatives, and driving service quality

Perks & Benefits

Opportunity to work with some of the smartest minds to solve complex challenges at scale.

Impactful role in shaping and securing a global, cloud-native & AI driven platform.

Innovative, collaborative, and fast-paced culture.

Must-have skills

Okta, jamf, intune

Good-to-have skills

Windows/MAC OS administration, end point management

Senior IT Technical Support Engineer