Information Technology Support Specialist

NEXTHIRE; Pune District; On-site; INR 1,400,000 - 2,400,000; Full time

Job summary

Mindstix seeks an experienced IT Support Engineer to own L2/L3 support, enterprise applications, identity management, and cloud services, with a focus on AI-enabled systems.

You will manage incidents end-to-end, support apps like Salesforce, Jira, Google Workspace, Okta, and Entra ID, and collaborate with global teams to ensure secure, reliable IT operations.

Qualifications

• 6+ years in IT Support, Enterprise Application Support, Systems Administration, or SaaS Administration.
• Hands-on with enterprise platforms such as Salesforce, NetSuite, Snowflake, Workday, Zendesk, HubSpot, Jira, Confluence, Google Workspace, Okta, Entra ID, Jamf, or Intune.
• Experience supporting SaaS, technology, software product, managed-services, or customer-facing environments.
• Familiarity with ITIL-based incident, request, problem, and change-management practices.
• Experience in SOC 2, ISO 27001, privacy, data-protection, or security-controlled environments.
• Experience supporting enterprise AI tools, copilots, AI-enabled workflows.
• Basic scripting and automation using PowerShell, Bash, Python, REST APIs, or low-code/no-code tools.

Responsibilities

• Provide L2 and L3 IT support across enterprise apps, devices, identity, connectivity, collaboration tools, and cloud services.
• Investigate and resolve complex issues related to authentication, SSO, MFA, and network connectivity.
• Take end-to-end ownership of incidents, including troubleshooting, escalation, communication, resolution, and closure.
• Manage Identity & Access Management, including user accounts, application roles, group memberships, privileged access, and access reviews.
• Support and administer enterprise applications such as Salesforce, Workday, Zendesk, Snowflake, Jira, Confluence, Google Workspace, Okta, Entra ID, Jamf, and Intune.
• Troubleshoot enterprise integrations involving APIs, webhooks, data pipelines, service accounts, and permissions.
• Support applications and services across AWS, Azure, Google Cloud, and similar cloud environments.
• Troubleshoot TCP/IP, DNS, DHCP, VPN, Wi-Fi, proxies, firewalls, and routing issues.
• Support AI assistants, copilots, enterprise AI applications, AI agents, and integrations.

Skills

IT Support

Enterprise App Support

Systems Administration

SaaS Administration

Tools

Salesforce

NetSuite

Snowflake

Workday

Zendesk

HubSpot

Jira

Confluence

GitHub

GitLab

Bitbucket

Google Workspace

Okta

Microsoft Entra ID

Jamf

Microsoft Intune

Job description

Mindstix accelerates digital transformation for the world's leading brands. We are a team of passionate innovators specialized in Digital Experiences, Enterprise Mobility, Cloud Engineering, and Data Science. Our UX studio and modern-stack engineers deliver world class products for our global customers, including Fortune 500 enterprises and Silicon Valley startups. Our work impacts a diverse set of industries such as eCommerce, Luxury Retail, SaaS, Consumer Tech, Health Tech, and Hospitality. A fast-moving open culture powered by curiosity and craftsmanship. A team committed to bold thinking and innovation at the very intersection of business, technology, and design. That’s our DNA.

Roles and Responsibilities

We’re looking for an experienced IT Support Engineer to join our team and take ownership of L2/L3 technical support, enterprise applications, identity management, cloud services, integrations, and AI-enabled systems.

• Provide Level 2 and Level 3 IT support across enterprise applications, devices, identity, connectivity, collaboration tools, and cloud services.
• Investigate and resolve complex issues related to authentication, SSO, MFA, application permissions, endpoint configuration, email, VPN, Wi-Fi, DNS, and network connectivity.
• Take end-to-end ownership of incidents, including troubleshooting, escalation, communication, resolution, and closure.
• Manage Identity & Access Management, including user accounts, application roles, group memberships, privileged access, service accounts, and access reviews.
• Support and administer enterprise applications such as Salesforce, Workday, Zendesk, Snowflake, Workato, Jira, Confluence, GitHub/GitLab, Google Workspace, Okta, Microsoft Entra ID, Jamf, and Intune.
• Troubleshoot enterprise integrations involving APIs, webhooks, scheduled jobs, data pipelines, authentication tokens, service accounts, field mappings, and system permissions.
• Support applications and services across AWS, Azure, Google Cloud, and similar cloud environments.
• Troubleshoot TCP/IP, DNS, DHCP, VPN, Wi-Fi, proxies, firewalls, ports, routing, and connectivity issues.
• Support AI assistants, copilots, enterprise AI applications, AI agents, connectors, and integrations, including access, permissions, configuration, and troubleshooting.
• Support implementation of AI governance and security controls, ensuring appropriate access, logging, data protection, and responsible use of AI tools.
• Manage incidents, service requests, problems, and changes while ensuring proper documentation, RCA, and corrective actions.
• Support security, compliance, audit activities, access reviews, vulnerability remediation, and security investigations.
• Create and maintain SOPs, knowledge-base articles, troubleshooting guides, runbooks, access-control matrices, and incident documentation.
• Provide technical guidance and mentoring to junior IT support engineers and service-desk teams.
• Work closely with US-based users, managers, HR, finance, engineering, security, data, application teams, customers, and vendors to resolve technical issues and improve IT operations.

Qualifications and Skills

• 6+ years of experience in IT Support, Enterprise Application Support, Systems Administration, or SaaS Administration.
• Hands-on experience with enterprise platforms such as Salesforce, NetSuite, Snowflake, Workday, Zendesk, HubSpot, Workato, Jira, Confluence, GitHub/GitLab/Bitbucket, Google Workspace, Okta, Microsoft Entra ID, Jamf, or Microsoft Intune.
• Experience supporting SaaS, technology, software product, managed-services, consulting, or customer-facing environments.
• Familiarity with ITIL-based incident, request, problem, and change-management practices.
• Experience working in SOC 2, ISO 27001, privacy, data-protection, or security-controlled environments.
• Experience supporting enterprise AI tools, copilots, generative AI applications, AI agents, or AI-enabled workflows.
• Understanding of data-loss prevention, data classification, audit logging, and information-retention controls.
• Basic scripting and automation experience using PowerShell, Bash, Python, REST APIs, Workato, or low-code/no-code tools.
• Experience with application monitoring, log management, observability, endpoint management, or security tools.
• Prior experience mentoring junior team members or serving as a technical escalation point.