Senior Tech Support Engineer I

We are looking for a seasoned IT Senior Technical Support Engineer-1 with 5 to 8 years of experience in enterprise IT support, HelpDesk and infrastructure operations. This role requires advanced technical knowledge across device and identity management and IT service management using ServiceNow. The ideal candidate will also bring hands-on experience with cloud platforms and enterprise security solutions such as Zscaler, Okta, and SailPoint.

Key Responsibilities:

ServiceNow & ITSM:

• Use ServiceNow to manage IT tickets, incident resolution, service requests, and asset lifecycle tracking
• Maintain accurate and up-to-date inventory using ServiceNow Asset Management

AV & Conference Room Support:

• Manage conference rooms and ensure seamless AV functionality using Crestron systems
• Support executive meetings and virtual events, resolving audiovisual and IT issues proactively
• Integrate AV tools with Microsoft Teams, Zoom, and other communication platforms

Endpoint & Device Management:

• Enrol, manage, and support Windows, macOS, iOS, and Android devices using Microsoft Intune and Jamf
• Monitor device compliance and health; address non-compliant endpoints
• Perform remote actions such as device wipe, lock, or reset in the event of loss or compromise
• Deploy and update enterprise applications across devices

Identity & Access Management:

• Create, manage, and de-provision user accounts and groups using Office 365 Admin Center, Exchange, Okta, and SailPoint
• Configure and manage mailboxes (user, shared, room, resource), including delegation and access permissions
• Manage guest access and external sharing in collaboration platforms
• Troubleshoot and escalate Zscaler access issues and device tracing in coordination with security teams

Additional IT Support Duties:

• Oversee printer environments, VOIP systems, and CCTV infrastructure
• Lead IT onboarding and offboarding processes, including hardware, access, and account provisioning
• Provide Tier 2/3 escalation support for global end-users, ensuring timely and professional resolution

Required Skills & Experience:

• 8+ years of experience in IT support, systems administration, or infrastructure engineering
• Expertise in:
  • Cloud services (Azure, AWS)
  • Microsoft Intune, Jamf, Office 365 Admin Center, Exchange
  • Okta, SailPoint, Zscaler
  • ServiceNow (ITSM & Asset Management)
  • Maintain Crestron AV, VOIP, LAN, WAN ensuring high availability and performance. 
• Strong troubleshooting skills across software, hardware, and network layers
• Ability to manage large-scale device fleets and ensure security compliance

Preferred Microsoft course:

• MCSA/MCSE  

Required skills: 

• Expert knowledge of Windows Client environment, Microsoft Intune, Office365, Laptop/Desktop Hardware troubleshooting skills.

• Strong problem-solving, communication, and documentation skills.

Preferred Education Qualification: Any Graduation.