IT Support Engineer

Shorebird Technologies; New Delhi; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Navan seeks an IT Support Engineer for its Bangalore, India office. This on-site role involves providing technical support to end-users across the Bangalore office and Navan users globally, handling onboarding, troubleshooting, and hands-on support for IT equipment and services.

The ideal candidate has 4+ years in customer-facing IT support, strong SaaS administration skills (Okta, Google Workspace, Slack, Atlassian, Zoom, Jamf, Intune, Cisco Meraki), and proficiency with macOS, Windows, iOS,

Qualifications

• 4+ years of customer-facing IT support experience.
• 4+ years of SaaS tool administration (Okta, Google Workspace, Slack, Atlassian, Zoom, Jamf, Intune, Cisco Meraki).
• Proficient with macOS, Windows, iOS and Android devices.
• Bachelor's degree in Information Technology or related field preferred.

Responsibilities

• Provide onsite and remote desktop support for IT issues using ticketing and remote tools.
• Install, configure, and maintain laptops; coordinate repairs with vendors.
• Assist in hardware procurement and inventory management.
• Install, configure, and troubleshoot SaaS apps and licenses; manage user accounts.
• Ensure network connectivity, VPN and Wi‑Fi setup; assist with access permissions.
• Maintain accurate ticket records and update knowledge base.
• Enforce IT policies and regulatory compliance; onboard/offboard logistics.
• Support local A/V setup and company All Hands events; provide executive support.

Skills

Customer-facing IT support

Communication skills

Team collaboration

On-call support

Education

Bachelor's degree in IT or related field

Tools

Okta

Google Workspace

Slack

Atlassian

Zoom

Jamf

Intune

Cisco Meraki

Job description

Navan is seeking an IT Support Engineer for our Bangalore, India office. This is an on-site position requiring five days a week in the office. The primary responsibilities include providing technical support to end-users in the Bangalore office and to all Navan users globally. This fast-paced role involves a variety of tasks, from onboarding new hires and troubleshooting user issues to providing hands-on support for all IT-supported equipment and functions.

What Youll Do:

• Desktop Support: Provide onsite and remote support for all IT-related issues through ticketing system, walkups, or remote desktop tools, to diagnose and resolve hardware and software issues
• Hardware Maintenance: Install, configure, and maintain laptops, including upgrades and replacements. Troubleshoot hardware problems and coordinate repairs with vendors when necessary
• Hardware Procurement: Assist in the selection and procurement of IT equipment. Manage inventory and asset tracking
• Software Support: Install, configure, and troubleshoot SaaS applications, operating systems, and security updates. Assist with software licensing
• User Account Management: Modify, and deactivate user accounts, email addresses, and access permissions as needed. Ensure proper access control and user authentication
• Network Connectivity: Assist users in connecting to the network, troubleshooting network issues, and configuring VPN and Wi-Fi connections
• Documentation: Maintain accurate records of support tickets/requests, resolutions, and hardware/software inventory. Create and update user guides and knowledge base articles
• IT Policies and Compliance: Enforce company IT policies and procedures, as well as compliance with relevant regulations, such as data protection and privacy laws
• Manage and lead onboarding logistics and IT training for new hires, as well as offboarding logistics for retrieving equipment
• Support local A/V Operations
• Support Company All Hands events, as well as any ad-hoc local All Hands events
• Provide white glove support to C-level executives
• Participate in an on-call rotation schedule for IT Support and monitoring/alerting activities, which involve after-office hours and weekends
• Accountability for site IT Operations and Maintenance (e.g. workstation setups, upkeep of conference rooms, managing ticket queue, network checks, etc.)
• Assist IT leadership and other IT cross-functional teams with project-level deliverables

What Were Looking For:

• Focus on the customer: As an IT Support Engineer, you are expected to be knowledgeable of customers business and requests and use the information to drive higher levels of service and customer satisfaction. You establish and maintain strong effective relationships and partnerships with customers through trust and respect
• Communicate with Candor: Thoughtfully propose ideas to the team during working sessions and invite feedback on those ideas. You are able to make decisions using objective criteria such as data or well‑reasoned pros/cons. You have a cooperative demeanor and mutual respect for others. You can maintain confidentiality when required
• 4+ years of experience in a customer-facing IT Support function
• 4+ years of experience in administration of SaaS tools (Okta, Google Workplace, Slack, Atlassian, Zoom, Jamf, Intune, Cisco Meraki, etc.)
• Strong familiarity with macOS, Windows, iOS, and Android operating systems and devices
• Strong experience and knowledge of Jamf for troubleshooting Apple devices, as well as Azure/Intune for troubleshooting Windows devices
• Strong A/V Video Conferencing setup and troubleshooting experience
• Proven ability as an IT Specialist in a fast-paced and corporate environment
• Ability to lift and carry items weighing 10-50 pounds
• Bachelor s degree in Information Technology or any Computer-related degree is a huge plus