IT Support Engineer – IT Operations

CleverTap Pte Limited; Mumbai; On-site; INR 550,000 - 750,000; Full time

Job summary

CleverTap is seeking an IT Support Engineer in Mumbai to provide hands-on tech support across laptops, apps, accounts, and networking. You will resolve issues promptly, manage onboarding/offboarding, and maintain assets within ITSM processes.

The role requires 1–4 years in IT support, strong troubleshooting skills, and excellent communication to assist a fast-paced tech environment. Join a team that values ownership and continuous improvement.

Qualifications

• 1–4 years of IT Support/Helpdesk/Desktop Support/IT Ops experience with Windows/macOS environments.
• Strong knowledge of IT hardware, software, peripherals, and user accounts/access management.
• Solid understanding of networking fundamentals (IP, DNS, DHCP, Wi‑Fi, VPN) and connectivity troubleshooting.
• Proven troubleshooting, incident management, and ability to prioritize by business impact and urgency.
• Excellent communication and interpersonal skills; ability to explain tech to non-technical users.

Responsibilities

• Deliver L1/L2 IT support across hardware, software, networking, accounts, and workplace tech.
• Troubleshoot and resolve issues on Windows/macOS devices, peripherals, printers, mobile devices, VPN, DNS, and network connectivity.
• Manage onboarding/offboarding, user accounts, access, authentication, and device provisioning.
• Configure, deploy, maintain, and recover laptops, apps, collaboration tools (Slack, Zoom, Google Workspace, MS 365), and security software.
• Maintain IT assets, inventory, service requests, and incidents in the ITSM platform with proper documentation and policy adherence.
• Collaborate with internal teams and vendors to resolve complex issues and improve the employee IT support experience.

Skills

Windows/macOS support

IT hardware & peripherals

Networking basics

Troubleshooting & incident mgmt

Communication & collaboration

Independent work

Tools

ITSM platforms (e.g., Jira Service Management)

Slack

Google Workspace

Microsoft 365

Job 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:

• Deliver L1/L2 IT support across hardware, software, applications, networking, user accounts, and workplace technology.
• Troubleshoot and resolve issues related to Windows/macOS devices, peripherals, printers, mobile devices, Wi‑Fi, VPN, DNS, and network connectivity.
• Manage employee onboarding/offboarding, user accounts, access, authentication, and device provisioning.
• Configure, deploy, maintain, and recover laptops, operating systems, business applications, collaboration tools (Slack, Zoom, Google Workspace/Microsoft 365), and security software.
• Manage IT assets, inventory, service requests, and incidents through the ITSM platform while maintaining accurate documentation and adhering to IT policies and security standards.
• Collaborate with internal teams and vendors to resolve complex issues, elevate when required, and continuously improve the employee IT support experience through clear communication and proactive problem‑solving.

What Are We Looking For?

Must Have:

• 1–4 years of experience in IT Support, Helpdesk, Desktop Support, or IT Operations, with hands‑on experience supporting Windows/macOS* environments.
• Strong knowledge of IT hardware, software, peripherals, printers, mobile devices, and business applications, including user account and access management.
• Good understanding of networking fundamentals such as IP, DNS, DHCP, Wi‑Fi, VPN, and connectivity troubleshooting.
• Strong troubleshooting, problem‑solving, and incident management skills, with the ability to prioritize requests based on business impact and urgency.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non‑technical users and collaborate effectively across teams.
• Self‑driven, employee‑focused, and eager to learn new technologies, with the ability to work both independently and as part of a team.

Good to Have:

• Experience with Jira Service Management or other ITSM platforms.
• Experience with Slack, Zoom, Google Workspace, or Microsoft 365 administration.
• Exposure to Red Hub SSO (Keycloak), identity and access management (IAM), authentication, and user access management.
• Experience with Jamf, Kandji, or other endpoint management tools.
• Experience managing IT hardware and asset lifecycle.
• Basic understanding of IT security and endpoint security practices.
• ITIL certification or knowledge of ITSM practices.
• Experience working in a SaaS or technology company.

Who will you report to: Associate Director - Client Platform Engineer

Measures of Success:

• IT issues are resolved quickly and effectively and within agreed SLAs.
• Employees receive clear and timely communication throughout the support process.
• Recurring technical problems are identified and appropriately addressed.
• Onboarding and offboarding activities are completed accurately and on time.
• Application access and account‑related requests are handled correctly.
• Escalations are properly documented with sufficient information for the next-level team.
• IT policies, security standards, and operational procedures are consistently followed.

Why join us:

• Contribute to a product backed by 11 technology patents, showcasing industry‑leading innovation.
• You are passionate about technology and its impact on the high‑growth mobile technology space
• Power personalized engagement at scale, processing over 30 billion events daily and reaching 3+ billion devices worldwide.
• Flourish in an Environment that Nurtures Growth and Curiosity

Learn More

Get 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.

• CleverAI
• CleverTap Developer Documentation
• Blogs
• TesseractDB™
• CleverTap Product Demo

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 https://clevertap.com/ or follow us on Linkedin and X.

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.