Senior It Support Engineer

Senior IT Support Engineer

Bangalore, India

About Symphony Technology Group (STG)

STG is a Silicon Valley (California) based private equity firm that has a long and successful track record of transforming high potential software and software-enabled services companies, as well as insights-oriented companies into definitive market leaders. The firm brings expertise, flexibility, and resources to build strategic value and unlock the potential of innovative companies. Partnering to build customer-centric, market winning portfolio companies, STG creates sustainable foundations for growth that bring value to all existing and future stakeholders. The firm is dedicated to transforming and building outstanding technology companies in partnership with world class management teams. With over $5.0 billion in assets under management, including a recently raised $2.0 billion fund. STGs expansive portfolio has consisted of more than 30 global companies.

About STG Labs India

STG Labs is the incubation center for many of STGs portfolio companies, building their engineering, professional services and support delivery teams in India. STG Labs offers an entrepreneurial start-up environment for software and AI engineers, data scientists and analysts, project and product managers and provides a unique opportunity to work directly for a software or technology company. Based in Bangalore, STG Labs supports remote working from home and from multiple locations across India.

Overview

STG is seeking a Senior IT Support Engineer for our Bangalore office. This is an onsite, in-person role, with responsibility for delivering high-touch, white-glove IT support to colleagues and executives in India, as well as remote support for our offices in the United States and United Kingdom. You will be the primary point of contact for IT support, ensuring seamless technology operations and exceptional service across our global footprint.

If you are passionate about solving complex technical challenges, thrive in a fast-paced professional environment, and possess excellent communication skills to support international users, we invite you to join our team.

General Responsibilities

• Serve as the primary onsite contact for IT support requests and helpdesk communications in Bangalore.
• Deliver prompt, effective solutions for end users, including executives, with a focus on professionalism and clear communication.
• Provide remote support for users in the US and UK offices, ensuring clarity and fluency while delivering white glove service.
• Collaborate with local IT leadership, remote IT engineers, and managed service provider partners to resolve issues and implement technical solutions.
• Troubleshoot and resolve alerts from users, IT staff, or automated monitoring systems, supporting workstations, laptops, tablets, smartphones, copiers, and printers.
• Prioritize and manage helpdesk requests, escalating complex technical challenges to system engineering when needed.
• Create and maintain documentation for common solutions and recurring issues and deliver user training on IT topics and company policies.
• Keep all end user devices up to date with the latest operating systems, authorized software, and hardware drivers.
• Install and configure hardware and software following established standard operating procedures.
• Research and recommend improvements to hardware and software management processes.
• Partner with IT leadership to define support strategies, evaluate new tools, and enhance service delivery.
• Coordinate with third-party vendors for hardware delivery and maintain accurate vendor contact information.
• Manage and execute employee IT onboarding and offboarding processes, updating procedures as needed.
• Set up, configure, and troubleshoot mobile devices, copiers, and printers for end users.
• Oversee equipment inventory, update device documentation, and manage user licenses and permissions according to guidelines.
• Assist users with video conference setup for meetings.
• Ensure adherence to service level agreements (SLAs) and quality standards for all support activities.
• Participate in special projects that drive IT innovation and operational excellence.

What Were Looking For

• Strong sense of ownership, with a commitment to managing and improving IT processes.
• Solid understanding of technical writing and ITSM best practices, supporting clear documentation and effective workflows.
• Proficiency with Microsoft Office tools, including Word, Excel, Outlook, Visio, PowerPoint, and Teams.
• Quick thinking and resourcefulness when troubleshooting complex issues, even under pressure or shifting priorities.
• Ability to work independently and as part of a collaborative team, building positive relationships with colleagues and vendors.
• Results-driven mindset, always striving to achieve goals and deliver high-quality outcomes.
• Detail-oriented approach to systematic troubleshooting and problem solving.
• Excellent communication skills in English, both written and verbal, to support users in India, the US, and the UK.
• Customer-focused attitude, with a deep understanding of service principles and a drive to deliver outstanding support.
• Flexibility and adaptability in a fast-paced environment, ready to pivot as priorities change.
• Self-starter mentality, eager to learn new concepts and apply solutions with minimal oversight.

Technical Skills & Experience

• 8+ years of hands-on end user IT support in professional office environments, with proven ownership of complex troubleshooting across Windows, macOS, and mobile devices.
• Demonstrated white-glove, in-person support for executives and teams, including clear communication, timely follow-through, and strong customer service outcomes.
• Deep experience with Microsoft 365 tenant and user administration, Intune endpoint management, device compliance, Autopilot, and Entra ID access controls.
• Strong background in Windows 11 & Mac installation, configuration, and troubleshooting, plus video conference readiness and support for Zoom and modern collaboration platforms.
• Expertise in configuring, troubleshooting, and upgrading laptops, smartphones, tablets, copiers, and printers.
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, Visio, PowerPoint, and Teams.
• Familiarity with helpdesk ticketing systems, especially Freshservice, and enterprise password management solutions.
• Track record managing inventory and device lifecycle, onboarding and offboarding workflows, ticket prioritization, and documentation of recurring issues and solutions.
• Skilled in remote support using tools like ConnectWise Control and Remote Desktop.
• Comfortable reviewing and interpreting Windows event logs.
• Familiarity with ITSM practices and service level adherence, with the ability to optimize support processes and knowledge bases.
• Preferred certifications, or equivalent experience, such as Microsoft 365 Fundamentals, Microsoft Endpoint Administrator, ITIL Foundation, Apple ACSP, CompTIA A+ or Network+.
• Degree in Information Technology or related field is preferred, or equivalent experience.
• Excellent English communication skills to support users in India, the US, and the UK.