IT Support Engineer – IT Operations

CleverTap · Mumbai

Collected role description

About the Role:We're looking for an IT Support Engineer to join our IT team and provide reliable, hands-on technology support to employees across the organization. You'll be responsible for resolving day-to-day IT issues involving laptops, applications, accounts, access, networking, collaboration tools, and workplace technology. You'll work directly with employees, understand their problems, troubleshoot them effectively, and ensure issues are resolved within agreed timelines.This is an opportunity to build strong foundations across IT operations, endpoint management, SaaS administration, identity and access, networking, ITSM, and enterprise technology while working directly with employees across the organization.This is a hands-on IT role where strong fundamentals, troubleshooting skills, ownership, and communication matter. We are looking for someone who understands IT, enjoys solving problems, and can work independently in a fast-paced technology environment. What Will You Do:<ul><li>Deliver L1/L2 IT support across hardware, software, applications, networking, user accounts, and workplace technology.</li><li>Troubleshoot and resolve issues related to Windows/macOS devices, peripherals, printers, mobile devices, Wi-Fi, VPN, DNS, and network connectivity.</li><li>Manage employee onboarding/offboarding, user accounts, access, authentication, and device provisioning.</li><li>Configure, deploy, maintain, and recover laptops, operating systems, business applications, collaboration tools (Slack, Zoom, Google Workspace/Microsoft 365), and security software.</li><li>Manage IT assets, inventory, service requests, and incidents through the ITSM platform while maintaining accurate documentation and adhering to IT policies and security standards.</li><li>Collaborate with internal teams and vendors to resolve complex issues, escalate when required, and continuously improve the employee IT support experience through clear communication and proactive problem-solving. </li></ul>What Are We Looking For?Must Have:<ul><li>1–4 years of experience in IT Support, Helpdesk, Desktop Support, or IT Operations, with hands-on experience supporting Windows/macOS* environments.</li><li>Strong knowledge of IT hardware, software, peripherals, printers, mobile devices, and business applications, including user account and access management.</li><li>Good understanding of networking fundamentals such as IP, DNS, DHCP, Wi-Fi, VPN, and connectivity troubleshooting.</li><li>Strong troubleshooting, problem-solving, and incident management skills, with the ability to prioritize requests based on business impact and urgency.</li><li>Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users and collaborate effectively across teams.</li><li>Self-driven, employee-focused, and eager to learn new technologies, with the ability to work both independently and as part of a team.</li></ul>Good to Have:<ul><li>Experience with Jira Service Management or other ITSM platforms.</li><li>Experience with Slack, Zoom, Google Workspace, or Microsoft 365 administration.</li><li>Exposure to Red Hat SSO (Keycloak), identity and access management (IAM), authentication, and user access management.</li><li>Experience with Jamf, Kandji, or other endpoint management tools.</li><li>Experience managing IT hardware and asset lifecycle.</li><li>Basic understanding of IT security and endpoint security practices.</li><li>ITIL certification or knowledge of ITSM practices.</li><li>Experience working in a SaaS or technology company.</li></ul>Who will you report to: Associate Director - Client Platform EngineerMeasures of Success:<ul><li>IT issues are resolved quickly and effectively and within agreed SLAs.</li><li>Employees receive clear and timely communication throughout the support process.</li><li>Recurring technical problems are identified and appropriately addressed.</li><li>Onboarding and offboarding activities are completed accurately and on time.</li><li>Application access and account-related requests are handled correctly.</li><li>Escalations are properly documented with sufficient information for the next-level team.</li><li>IT policies, security standards, and operational procedures are consistently followed.</li></ul>Why join us:<ul><li>Contribute to a product backed by 11 technology patents, showcasing industry-leading innovation.</li><li>You are passionate about technology and its impact on the high-growth mobile technology space</li><li>Power personalized engagement at scale, processing over 30 billion events daily and reaching 3+ billion devices worldwide.</li><li>Flourish in an Environment that Nurtures Growth and Curiosity</li></ul>Learn MoreGet to know us better before you apply!Check out our product documentation, engineering blog, and customer stories to see how we work and what we value.<ul><li><a target="_blank" rel="noopener" class="text-primary-600 underline underline-offset-2" href="http://clever.ai/">CleverAI</a><a target="_blank" rel="noopener" class="text-primary-600 underline underline-offset-2" href="https://clevertap.com/ai/"> </a></li><li><a target="_blank" rel="noopener" class="text-primary-600 underline underline-offset-2" href="https://developer.clevertap.com/docs/getting-started">CleverTap Developer Documentation</a></li><li><a target="_blank" rel="noopener" class="text-primary-600 underline underline-offset-2" href="https://clevertap.com/blog/">Blogs</a></li><li><a target="_blank" rel="noopener" class="text-primary-600 underline underline-offset-2" href="https://clevertap.com/customer-data-and-analytics/tesseractdb/">TesseractDB™</a></li><li><a target="_blank" rel="noopener" class="text-primary-600 underline underline-offset-2" href="https://t.lever-analytics.com/email-link?dest=https%3A%2F%2Fclevertap.com%2Fdemo-center%2F%23gallery&eid=030781ac-a04c-444c-807e-bda7a196767f&idx=4&token=ROnoAi1k2jyVYRD-4cQM0aEy5KM">CleverTap Product Demo</a></li></ul>About CleverTap:CleverTap is the world’s leading AI-first, all-in-one customer engagement and retention platform, redefining how brands build lasting customer relationships in the Agentic era. Powered by its proprietary CleverAI™ Decisioning Engine and the Agentic Universe, CleverTap enables autonomous, real-time decision-making that helps organizations deliver 1:1 individualized experiences at scale while maximizing ROI.Its unified platform brings together an AI-native Personalization Engine, automated Journey Orchestration, its proprietary Customer Data Platform – TesseractDB™, and deep customer and product analytics to power truly intelligent, self-optimizing engagement across channels including mobile, web, email, SMS, WhatsApp, and more. By seamlessly connecting data, insights, and activation, CleverTap ensures every interaction is contextual, coordinated, and conversion-driven.Recognized as a Leader in the 2026 Gartner® Magic Quadrant™ for Personalization Engines and a Strong Performer in The Forrester Wave™, CleverTap is at the forefront of the shift from campaign-led marketing to agent-led growth. Trusted by more than 2,000 global brands including IKEA, Tesco, Burger King, Levi’s, Decathlon, Domino’s, 7-Eleven, Jio, Grab, Carousell, and Emirates NBD, CleverTap helps businesses drive measurable growth through meaningful, autonomous customer engagement.Backed by Accel, Peak XV Partners, Tiger Global, CDPQ, and 360 One, CleverTap has 550+ employees across offices in the US, the Middle East, Asia, and LATAM.For more information, visit <a target="_blank" rel="noopener noreferrer nofollow" class="text-primary-600 underline underline-offset-2" href="https://clevertap.com/">https://clevertap.com/</a> or follow us on <a target="_blank" rel="noopener" class="text-primary-600 underline underline-offset-2" href="https://www.linkedin.com/company/clevertap/about/">Linkedin</a> and <a target="_blank" rel="noopener" class="text-primary-600 underline underline-offset-2" href="https://x.com/CleverTap">X</a>.Join us in shaping the future of engagement.CleverTap is dedicated to establishing an inclusive culture that welcomes individuals from diverse backgrounds, encouraging them to contribute their unique perspectives to our workplace.

Collected experience requirement

1-4 years