L1 Support Engineer- Onboarding
3 weeks ago
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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