Senior IT Support Engineer

Arcadia; Chennai District; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Night shift onsite role

Company cab for night-shift travel

Medical Insurance (1+5 Family Members)

Flexible Benefits

Job summary

Arcadia is seeking a Senior IT Support Technician to join our Chennai office for a fixed night shift supporting a global workforce. You will troubleshoot MAC and Windows environments, customize Jira Service Desk, and automate repetitive tasks using AI tools to drive efficiency.

This onsite role requires leadership for the night shift and collaboration with global teams, while mentoring junior technicians. We value proactive problem solvers with strong communication and analytical skills who can

Qualifications

• 5+ years of IT support experience.
• Experience with macOS and Windows environments.
• Ability to design and implement automation to reduce manual tasks.
• Willingness to work onsite at Chennai on fixed night shift (5 nights/week).
• Strong analytical, problem-solving and communication skills.

Responsibilities

• Provide expert troubleshooting for MAC and Windows operating systems, resolving hardware and software issues escalated by the support team.
• Jira customization: build and adjust boards, workflows, and schemes.
• Process automation: build AI-driven workflows and integrate ticket actions with Jira Boards.
• AI implementation & process optimization to improve internal workflows.
• Incident management using Jira Service Desk and ensuring timely resolutions.
• Provide onsite leadership for the Chennai office during night shift and manage global tickets.
• Mentor junior technicians and enhance Jira knowledge.
• Collaborate with IT teams to maintain global infrastructure and document processes.
• Monitor support metrics and implement automated solutions.

Skills

MAC support

Windows support

Root-cause analysis

Automation

AI tools

Interpersonal communication

Tools

Jira Service Desk

Job description

Who We Are

Arcadia is the AI-powered energy intelligence platform for businesses. We replace fragmented tools and manual workflows with one platform to pay utility bills, buy energy, and advance sustainability across every location, at enterprise scale.

Senior IT Support Technician

Join our dynamic IT team and play a pivotal role in delivering exceptional IT support to Arcadia's global workforce. As a Senior IT Support Technician, you will provide comprehensive technical support while acting as a champion for efficiency. We are looking for someone who doesn't just "fix" problems but looks for ways to automate manual tasks and leverage AI and Jira to improve our overall service delivery. This is a fast-paced, onsite, night-shift role based in our Chennai office in India, supporting our global users as part of our 24x5 team coverage. This is a fixed night-shift role: 5 nights per week, no weekends, no on-call rotation.

We Deliver This Through Three Comprehensive Solutions

Utility Bill Management: Automating the entire utility bill lifecycle - from data capture and validation to payment processing and auditing.

Energy Procurement Advisory: Bringing together comprehensive data, AI-powered analytics, market expertise, and a strong partner network to make sophisticated procurement options accessible to all.

Sustainability Reporting: Verified emissions data with seamless integration into leading sustainability platforms.

Tackling the world's most complex energy challenges requires diverse thinking. We're building teams of people from different backgrounds, industries, and disciplines - united by a belief that energy management should be simple, intelligent, and a genuine driver of business value.

Responsibilities

• Senior Technical Support: Provide expert troubleshooting for MAC and Windows operating systems, resolving hardware and software issues escalated by the support team to ensure optimal device performance.
• Jira Customization: Manage internal Jira requests by creating and customizing project boards, workflows, and schemes to help cross-functional teams work more effectively.
• Process Automation: Identify and eliminate repetitive manual tasks by building workflows in AI tools, specifically focusing on integrating ticket actions with our Jira Boards.
• AI Implementation & Process Optimization: Leverage AI to improve internal processes, identify recurring problems, and find faster fixes.
• Incident Management: Utilize Jira Service Desk for efficient ticket handling, ensuring timely resolution of user requests and maintaining high customer satisfaction.
• Local & Global Support: During your shift, provide in-person leadership for the Chennai office while overseeing global tickets routed to the night-shift queue.
• Mentorship: Provide guidance, coaching, and technical support to junior technicians, helping them navigate complex tickets and improve their Jira knowledge.
• Infrastructure Collaboration: Work with other IT teams to maintain global IT infrastructure, systems, and applications while maintaining clear process documentation.
• Metric Analysis: Monitor support metrics to identify areas for improvement and implement automated solutions to reduce manual workload.

Requirements

• Experience: Minimum of 5 years in IT support with a proven track record of providing high-level technical assistance.
• OS Expertise: Strong proficiency in supporting both MAC and Windows environments.
• Jira Proficiency: Solid experience customizing Jira Service Desk, including the ability to build and adjust boards and workflows based on specific ticket requests.
• Automation & AI Aptitude: Ability to use AI tools and automation to find efficiencies, solve problems, and eliminate manual bottlenecks.
• Shift & Location Requirement: Must be willing and able to work onsite from the Chennai office on a fixed night shift (IST), 5 nights per week - no weekends.
• Problem Solving: Strong analytical skills with a focus on "root cause" resolution and a desire to automate away repetitive tasks.
• Communication: Excellent interpersonal skills for collaborating with cross-functional teams and supporting junior staff.

Benefits

• Competitive Compensation: Based on market standards.
• Onsite Role: Based full-time at the Chennai office during night shift hours.
• Commute Support: Company-provided cab facility for night-shift travel.
• Health & Wellness: Medical Insurance (1+5 Family Members) and Flexible Benefit Plan.
• Culture: A supportive engineering culture that values diversity, empathy, and technical efficiency.
• Impact: A chance to work for a $1.5B valuation company dedicated to a clean energy future.