Mindstix - IT Support

Nexthire; Pune District; Hybrid; INR 600,000 - 950,000; Full time

Benefits offered by this job

Health insurance

Hybrid work options

Career growth opportunities

Job summary

Mindstix Software Labs is hiring an IT Support Engineer to provide L2/L3 technical support for enterprise apps, IAM, cloud services, and networking. You will manage identity platforms, endpoint management, and integrations while supporting AI-enabled tools.

The role requires strong troubleshooting, security focus, and collaboration across global teams. Location is Pune, India with a primarily office-based setup and hybrid options based on experience.

Qualifications

• 5+ years of IT Support, systems administration, or IT operations.
• Experience delivering L2/L3 technical support.
• Hands-on with Okta, Entra ID, or Google Workspace.
• Experience with Jamf and Microsoft Intune.
• Knowledge of SSO, MFA, IAM, and access management.
• Experience with Salesforce, Zendesk, Jira/Confluence, Snowflake, Workato.
• Strong networking fundamentals and cloud familiarity (AWS/Azure/GC).
• Basic scripting or automation (PowerShell, Bash, Python).
• Familiarity with ITIL processes and security/compliance standards.

Responsibilities

• Provide Level 2 and 3 technical support for enterprise apps, devices, cloud services, networks, and collaboration tools.
• Troubleshoot SSO, MFA, authentication, permissions, VPN, DNS, email, endpoint configuration, and connectivity issues.
• Own incidents end-to-end: diagnose, escalate, communicate, resolve, and close.
• Manage IAM including user accounts, access, groups, and privileged accounts; perform access reviews.
• Administer enterprise platforms such as Google Workspace, Microsoft 365, Okta, Entra ID, Jira/Confluence, Salesforce, and more.
• Troubleshoot integrations with REST APIs, webhooks, tokens, and data mappings.
• Support apps/services hosted on AWS, Azure, and Google Cloud; assist with AI-enabled tools.
• Address networking issues: TCP/IP, DNS, DHCP, VPN, Wi-Fi, proxies, firewalls, routing.
• Contribute to AI governance, security controls, logs, data protection, and responsible use.
• Create SOPs, runbooks, knowledge bases; mentor junior engineers; collaborate with global teams.

Skills

IT Support

L2/L3 Support

IAM

SaaS Administration

Cloud platforms

Networking

Scripting

ITIL

Security & Compliance

AI tools

Tools

Okta

Microsoft Entra ID

Google Workspace

Jamf

Intune

Jira

Confluence

GitHub/GitLab

Salesforce

Zendesk

Workday

Snowflake

Workato

AWS

Azure

Google Cloud

Job description

Job Description – IT Support Engineer

*Experience:* 5+ Years

*Location:* Pune, India

*Employment Type:* Full-time

About Mindstix Software Labs

Mindstix accelerates digital transformation for leading global brands. We specialize in Digital Experiences, Enterprise Mobility, Cloud Engineering, and Data Science, delivering world-class products and solutions to Fortune 500 enterprises and Silicon Valley startups.

Our work spans industries including eCommerce, Luxury Retail, SaaS, Consumer Technology, HealthTech, and Hospitality. We foster a fast-moving, collaborative culture driven by curiosity, innovation, and craftsmanship.

Role Overview

We are looking for an experienced *IT Support Engineer* to provide *L2/L3 technical support* and manage enterprise applications, identity and access management, cloud services, integrations, networks, and modern AI-enabled tools.

The ideal candidate should have strong troubleshooting skills, hands-on experience with SaaS and enterprise applications, identity platforms, endpoint management, networking, and IT operations.

Key Responsibilities

• Provide *Level 2 and Level 3 technical support* for enterprise applications, devices, cloud services, networks, and collaboration tools.
• Troubleshoot complex issues related to *SSO, MFA, authentication, permissions, VPN, Wi-Fi, DNS, email, endpoint configuration, and network connectivity*.
• Take end-to-end ownership of incidents, including troubleshooting, escalation, communication, resolution, and closure.
• Manage *Identity and Access Management (IAM)*, including user accounts, application access, group memberships, privileged access, service accounts, and access reviews.
• Administer and support enterprise platforms such as *Google Workspace, Microsoft 365, Okta, Microsoft Entra ID, Jamf, Intune, Jira, Confluence, GitHub/GitLab, Salesforce, Zendesk, Workday, Snowflake, and Workato*.
• Troubleshoot integrations involving *REST APIs, webhooks, authentication tokens, scheduled jobs, service accounts, permissions, and data mappings*.
• Support applications and services hosted across *AWS, Azure, and Google Cloud* environments.
• Troubleshoot networking issues related to *TCP/IP, DNS, DHCP, VPN, Wi-Fi, proxies, firewalls, ports, and routing*.
• Support enterprise *AI applications, copilots, AI agents, connectors, and integrations*, including access, configuration, and troubleshooting.
• Assist in implementing AI governance and security controls related to access, logging, data protection, and responsible usage.
• Manage incidents, service requests, problems, and changes following ITIL-based practices.
• Support security, compliance, audit activities, vulnerability remediation, and access reviews.
• Perform root cause analysis and implement corrective and preventive actions.
• Create and maintain *SOPs, runbooks, knowledge-base articles, troubleshooting guides, and technical documentation*.
• Mentor junior IT support engineers and act as a technical escalation point.
• Collaborate with global teams, including users, engineering, security, HR, finance, data teams, customers, and external vendors.

Required Skills & Qualifications

• *5+ years of experience* in IT Support, Systems Administration, Enterprise Application Support, SaaS Administration, or IT Operations.
• Strong experience providing *L2/L3 technical support*.
• Hands-on experience with enterprise identity platforms such as *Okta, Microsoft Entra ID, or Google Workspace*.
• Experience with endpoint/device management tools such as *Jamf and Microsoft Intune*.
• Strong understanding of *SSO, MFA, IAM, user provisioning, access management, and application permissions*.
• Experience supporting enterprise SaaS platforms such as *Salesforce, Workday, Zendesk, Jira, Confluence, GitHub/GitLab, Snowflake, HubSpot, NetSuite, or Workato*.
• Good understanding of networking concepts including *TCP/IP, DNS, DHCP, VPN, Wi-Fi, firewalls, proxies, and routing*.
• Exposure to cloud platforms such as *AWS, Azure, or Google Cloud*.
• Basic scripting and automation experience using *PowerShell, Bash, Python, REST APIs, or low-code/no-code automation tools*.
• Familiarity with *ITIL processes*, including Incident, Problem, Request, and Change Management.
• Experience working in security and compliance-driven environments such as *SOC 2 or ISO 27001*.
• Understanding of *data protection, DLP, audit logging, data classification, and information retention*.
• Exposure to enterprise *AI tools, Generative AI applications, Copilots, AI agents, or AI-enabled workflows* is preferred.
• Strong troubleshooting, analytical, communication, and documentation skills.

Preferred Candidate Profile

The ideal candidate is someone who:

• Enjoys troubleshooting complex technical issues and finding long-term solutions.
• Takes complete ownership of issues from diagnosis through resolution.
• Is comfortable working across *enterprise applications, cloud infrastructure, networking, identity, security, and integrations*.
• Can communicate technical issues clearly to both technical and non-technical users.
• Has a strong focus on security, documentation, and operational excellence.
• Enjoys learning and working with emerging technologies, automation, and AI-enabled enterprise tools.
• Can mentor junior team members and serve as an escalation point for complex issues.

Why Join Mindstix?

• Work with talented engineers and global teams.
• Opportunity to support modern enterprise technologies and large-scale digital solutions.
• Exposure to cloud, AI, automation, enterprise applications, and security technologies.
• Competitive compensation and benefits.
• Health insurance, rewards, recognition, and career growth opportunities.
• Collaborative work culture with flexibility and hybrid options for experienced team members.

*Location:* Pune, India

*Work Model:* Primarily office-based, with flexibility/hybrid options based on experience and business requirements.

Mindstix Software Labs is an equal opportunity employer committed to building an inclusive and diverse workplace