IT Support Engineer

Join SaaS Labs, where innovation meets excellence! SaaS Labs is a global SaaS company powering over 6000 businesses worldwide with its software ecosystem focused on automation, productivity, and collaboration. Backed by leading investors such as Peak XV Partners, Base10 Partners, and Eight Roads, our portfolio includes JustCall, Helpwise, Dialworks, EasyCalendar, CallPage, Atolia, and CallRoot. The IT Support Engineer is responsible for providing comprehensive technical support and maintenance across various IT services, including access management, user onboarding and offboarding, application management, and infra & network management. The role requires strong technical skills, excellent problem-solving abilities, and a commitment to delivering exceptional customer service.

Responsibilities

• Provide technical support and troubleshooting for desktop systems, applications, and network connectivity.
• Diagnose and resolve hardware, software, and network issues.
• Assist users with operating system, application, and hardware-related questions.
• Install, configure, and maintain desktop and laptop computers, peripherals, and mobile devices.
• Perform routine maintenance and updates on hardware and software systems.
• Manage and troubleshoot issues with various operating systems, including macOS and Linux.
• Support and troubleshoot network-related issues, including LAN, WAN, and VPN connectivity.
• Configure and manage network devices such as routers, switches, and wireless access points.
• Ensure network security and monitor network performance.
• Provide user training on software applications and best practices for system use.
• Create and maintain detailed documentation of support processes, technical issues, and solutions.
• Develop user guides and technical documentation.
• Manage inventory of IT assets, including hardware and software licenses.
• Ensure proper tracking and documentation of IT assets.
• Coordinate with vendors for procurement and repair of IT equipment.
• Maintain accurate and up-to-date records of IT assets.
• Implement and maintain security protocols to protect data and systems.
• Ensure compliance with organizational policies and procedures.
• Assist with security audits and vulnerability assessments.
• Ability to fully assist in SOC/ISO/HIPAA/Client audits from an IT controls perspective.
• Manage user accounts, permissions, and access controls in accordance with company policies.
• Configure and maintain identity and access management systems (e. g., JumpCloud, Google Workspace, Slack, etc).
• Ensure secure and compliant access to IT resources.
• Facilitate the IT onboarding process for new hires, including account creation, hardware setup, and software installation.
• Conduct IT orientation sessions for new employees.
• Manage the IT offboarding process, ensuring secure deactivation of accounts and retrieval of company assets.
  
  

• Bachelors degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• Proven experience as an IT Support Engineer or Desktop Support Engineer, or similar role.
• Experience with the latest technologies and tools in IT support.
• Experience with access management, user onboarding/offboarding, and application management.
• Proficiency in Mac OS, Windows, and Linux operating systems.
• Knowledge of GWS, Slack, Atlassian, and other productivity software.
• Experience with identity and access management systems (e. g., JumpCloud, JAMF, Active Directory, LDAP).
• Familiarity with cloud technologies and services (e. g., AWS, Azure, Google Cloud).
• Understanding of network fundamentals and troubleshooting.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Customer-oriented mindset with a focus on delivering high-quality support.
• Hardware & Networking, CompTIA A+, Network+, or Security+.
• ITIL Foundation Certification.
• CCNA, CCNP, MCSE, MCSA.
• Experience with automation tools and scripting (e. g., PowerShell, Bash).
• Familiarity with ITSM tools (e. g., ServiceNow, Jira Service Desk).
• Knowledge of endpoint management solutions (e. g., MDM, SCCM, Intune).