L1 Support Engineer- Onboarding

4 days ago

Vijayawada, Andhra Pradesh, India Ample Full time

Job Title: L1 Support Engineer Onboarding & Off-boarding

Location: Bengaluru, Mumbai, Pune, Chennai, Delhi, Hyderabad (Hybrid)

Department: IT Support / Customer Operations

Experience: 0–2 years

Job Type: Full-Time (Rotational Shifts – 24x7)

Job Summary:

We are looking for a detail-oriented and proactive L1 Support Engineer to manage onboarding and offboarding activities within customer environments. The ideal candidate will have a working knowledge of Google Workspace, Slack administration, Jira ticketing systems, and basic experience with license management across multiple SaaS products. Exposure to Mobile Device Management (MDM) platforms will be considered a plus. This role ensures secure and efficient user lifecycle management while supporting day-to-day IT operations.This role requires willingness to work in a 24x7 rotational shift environment, including weekends and holidays, based on business requirements.

Key Responsibilities:

  • Execute onboarding and offboarding procedures for users across customer environments.
  • Create, modify, and deactivate user accounts in Google Workspace.
  • Manage user and channel access in Slack, including permissions and integrations.
  • Handle user provisioning tasks in Jira and other ITSM ticketing tools.
  • Assign and remove user licenses across multiple SaaS applications (e.g., Google Workspace, Slack, Zoom, Office 365, etc.).
  • Follow SOPs to ensure consistency, security, and compliance across user lifecycle tasks.
  • Collaborate with internal teams, partners, and escalate issues to L2 or OEMs when required.
  • Maintain accurate records of account status and license allocations.
  • Support MDM-related tasks such as device enrollment, remote wipe, and basic compliance checks (preferred but not mandatory).
  • Monitor ticket queues and complete tasks within defined SLAs.
  • Participate in documentation of recurring tasks and suggest process improvements.

Required Skills & Qualifications:

  • 6 months–2 years of experience in IT support, onboarding/offboarding, or helpdesk roles.
  • Basic understanding of Google Workspace (Gmail, Drive, Calendar, Admin Console).
  • Working knowledge of Slack user and workspace administration.
  • Familiarity with Jira or equivalent ticketing systems.
  • Basic knowledge of license management across common SaaS platforms.
  • Strong attention to detail and ability to follow procedures precisely.
  • Willingness to work in 24x7 rotational shifts, including nights, weekends, and holidays.
  • Good written and verbal communication skills.
  • Strong time management and task ownership abilities.

Preferred Qualifications:

  • Exposure to MDM tools such as Jamf, Intune, Kandji, or Hexnode.
  • Basic knowledge of SaaS platforms like Zoom, Dropbox, Office 365, etc.
  • Any certification in IT fundamentals or Google Workspace Admin is a plus.
  • Experience working in customer-facing IT service environments.

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