About the company
This is a hands-on IT support role serving employees across a global, multi-entity organization.
Responsibilities
- Provide first-line technical support to employees across a global, multi-entity environment, diagnosing and resolving hardware, operating system, application, identity, access, email, and connectivity issues.
- Troubleshoot Windows and macOS endpoints, coordinate device replacements and deployments, and support endpoint management policies and compliance through Intune and/or Jamf Pro.
- Resolve authentication and access issues across Active Directory and Entra ID/Azure AD in a hybrid identity environment, as well as support Google Workspace accounts.
- Manage system and software access requests, distribution lists, shared mailboxes, and other user access requirements.
- Troubleshoot Exchange Online and Google Mail issues, including mailbox and productivity-suite related problems.
- Provide basic troubleshooting for Wi-Fi, VPN, DNS, DHCP, and other network connectivity issues, escalating more complex infrastructure problems when required.
- Provision devices, applications, accounts, and access for new employees, including supporting live first-day onboarding sessions and inductions.
- Manage offboarding activities, including access revocation, user decommissioning, and device retrieval.
- Provision and troubleshoot AWS WorkSpaces and other designated virtual desktop environments.
- Own support tickets in Jira Service Management (JSM) from intake through resolution, maintaining SLA targets and providing clear communication throughout the process.
- Escalate complex incidents to appropriate technical teams while maintaining ownership and ensuring effective follow-through.
- Support IT change requests and contribute to the continuous improvement of support processes, documentation, and service quality.
Requirements
- 3–5 years of professional experience in IT helpdesk, service desk, desktop support, or a comparable technical support role.
- Experience supporting business users across multiple geographic regions and time zones, ideally including UK and US-based teams.
- Strong hands-on experience supporting both Windows and macOS operating systems and common business applications.
- Practical experience working with Jira Service Management or a comparable IT service management/ticketing platform.
- Working knowledge of Active Directory and Azure AD/Entra ID, particularly within hybrid identity environments.
- Familiarity with Microsoft 365 services, including Exchange Online, Teams, SharePoint, and OneDrive.
- Basic networking knowledge covering DNS, DHCP, VPN, Wi-Fi, and general connectivity troubleshooting.
- Experience with employee onboarding and offboarding, including laptop provisioning, account setup, access management, live onboarding support, and user decommissioning.
- Cloud fundamentals and familiarity with AWS and/or Azure, including core services and basic identity and access management concepts.
- Strong customer-service mindset, with the ability to communicate clearly, patiently, and professionally with users of varying technical backgrounds.
- Excellent written and spoken English, with confidence communicating with international stakeholders.
- Ability to work independently, prioritize competing requests, troubleshoot systematically, and maintain ownership of issues through resolution.
- Experience with Google Workspace administration, Intune, Jamf Pro, AWS WorkSpaces, or other VDI technologies is an advantage.
- Familiarity with SSO/SAML and third-party identity providers such as JumpCloud or Okta is a plus.
- Basic scripting or automation experience using PowerShell, Bash, or Google Apps Script is desirable.
- Experience working within complex, multi-entity or post-acquisition IT environments is beneficial.
- Relevant certifications such as CompTIA A+/Network+, Microsoft MD-102, AWS Cloud Practitioner, or Jamf Certified Associate are advantageous.
Conditions
- Full-time opportunity based remotely in India.
- Global working environment with exposure to international teams and users across multiple time zones.
- Hands-on experience across endpoint management, identity and access, Microsoft 365, Google Workspace, cloud services, networking, and IT service management.
- Opportunity to work with both Windows and macOS environments and modern endpoint management technologies.
- Exposure to AWS WorkSpaces and cloud-based workplace technologies.
- Opportunities to develop automation, troubleshooting, and IT operations expertise.
- Collaborative environment focused on customer service, knowledge sharing, and continuous improvement.
- Shift-based support structure designed to serve a global workforce; specific schedules may include split shifts or early-morning starts.
- Inclusive workplace committed to equal opportunity and supporting people from diverse backgrounds.