# Job Description – IT Support Engineer
*Experience:* 5+ Years
*Location:* Pune, India
*Employment Type:* Full-time
## About Mindstix Software Labs
Mindstix accelerates digital transformation for leading global brands. We specialize in Digital Experiences, Enterprise Mobility, Cloud Engineering, and Data Science, delivering world-class products and solutions to Fortune 500 enterprises and Silicon Valley startups.
Our work spans industries including eCommerce, Luxury Retail, SaaS, Consumer Technology, HealthTech, and Hospitality. We foster a fast-moving, collaborative culture driven by curiosity, innovation, and craftsmanship.
## Role Overview
We are looking for an experienced *IT Support Engineer* to provide *L2/L3 technical support* and manage enterprise applications, identity and access management, cloud services, integrations, networks, and modern AI-enabled tools.
The ideal candidate should have strong troubleshooting skills, hands-on experience with SaaS and enterprise applications, identity platforms, endpoint management, networking, and IT operations.
## Key Responsibilities
* Provide *Level 2 and Level 3 technical support* for enterprise applications, devices, cloud services, networks, and collaboration tools.
* Troubleshoot complex issues related to *SSO, MFA, authentication, permissions, VPN, Wi-Fi, DNS, email, endpoint configuration, and network connectivity*.
* Take end-to-end ownership of incidents, including troubleshooting, escalation, communication, resolution, and closure.
* Manage *Identity and Access Management (IAM)*, including user accounts, application access, group memberships, privileged access, service accounts, and access reviews.
* Administer and support enterprise platforms such as *Google Workspace, Microsoft 365, Okta, Microsoft Entra ID, Jamf, Intune, Jira, Confluence, GitHub/GitLab, Salesforce, Zendesk, Workday, Snowflake, and Workato*.
* Troubleshoot integrations involving *REST APIs, webhooks, authentication tokens, scheduled jobs, service accounts, permissions, and data mappings*.
* Support applications and services hosted across *AWS, Azure, and Google Cloud* environments.
* Troubleshoot networking issues related to *TCP/IP, DNS, DHCP, VPN, Wi-Fi, proxies, firewalls, ports, and routing*.
* Support enterprise *AI applications, copilots, AI agents, connectors, and integrations*, including access, configuration, and troubleshooting.
* Assist in implementing AI governance and security controls related to access, logging, data protection, and responsible usage.
* Manage incidents, service requests, problems, and changes following ITIL-based practices.
* Support security, compliance, audit activities, vulnerability remediation, and access reviews.
* Perform root cause analysis and implement corrective and preventive actions.
* Create and maintain *SOPs, runbooks, knowledge-base articles, troubleshooting guides, and technical documentation*.
* Mentor junior IT support engineers and act as a technical escalation point.
* Collaborate with global teams, including users, engineering, security, HR, finance, data teams, customers, and external vendors.
## Required Skills & Qualifications
* *5+ years of experience* in IT Support, Systems Administration, Enterprise Application Support, SaaS Administration, or IT Operations.
* Strong experience providing *L2/L3 technical support*.
* Hands-on experience with enterprise identity platforms such as *Okta, Microsoft Entra ID, or Google Workspace*.
* Experience with endpoint/device management tools such as *Jamf and Microsoft Intune*.
* Strong understanding of *SSO, MFA, IAM, user provisioning, access management, and application permissions*.
* Experience supporting enterprise SaaS platforms such as *Salesforce, Workday, Zendesk, Jira, Confluence, GitHub/GitLab, Snowflake, HubSpot, NetSuite, or Workato*.
* Good understanding of networking concepts including *TCP/IP, DNS, DHCP, VPN, Wi-Fi, firewalls, proxies, and routing*.
* Exposure to cloud platforms such as *AWS, Azure, or Google Cloud*.
* Basic scripting and automation experience using *PowerShell, Bash, Python, REST APIs, or low-code/no-code automation tools*.
* Familiarity with *ITIL processes*, including Incident, Problem, Request, and Change Management.
* Experience working in security and compliance-driven environments such as *SOC 2 or ISO 27001*.
* Understanding of *data protection, DLP, audit logging, data classification, and information retention*.
* Exposure to enterprise *AI tools, Generative AI applications, Copilots, AI agents, or AI-enabled workflows* is preferred.
* Strong troubleshooting, analytical, communication, and documentation skills.
## Preferred Candidate Profile
The ideal candidate is someone who:
* Enjoys troubleshooting complex technical issues and finding long-term solutions.
* Takes complete ownership of issues from diagnosis through resolution.
* Is comfortable working across *enterprise applications, cloud infrastructure, networking, identity, security, and integrations*.
* Can communicate technical issues clearly to both technical and non-technical users.
* Has a strong focus on security, documentation, and operational excellence.
* Enjoys learning and working with emerging technologies, automation, and AI-enabled enterprise tools.
* Can mentor junior team members and serve as an escalation point for complex issues.
## Why Join Mindstix?
* Work with talented engineers and global teams.
* Opportunity to support modern enterprise technologies and large-scale digital solutions.
* Exposure to cloud, AI, automation, enterprise applications, and security technologies.
* Competitive compensation and benefits.
* Health insurance, rewards, recognition, and career growth opportunities.
* Collaborative work culture with flexibility and hybrid options for experienced team members.
*Location:* Pune, India
*Work Model:* Primarily office-based, with flexibility/hybrid options based on experience and business requirements.
Mindstix Software Labs is an equal opportunity employer committed to building an inclusive and diverse workplace
