IT Support Engineer

Join SaaS Labs, where innovation meets excellence SaaS Labs is a global SaaS company powering over 6000 businesses worldwide with its software ecosystem focused on automation, productivity, and collaboration. Backed by leading investors such as Peak XV Partners, Base10 Partners, and Eight Roads, our portfolio includes JustCall, Helpwise, Dialworks, EasyCalendar, CallPage, Atolia, and CallRoot.

The IT Support Engineer is responsible for providing comprehensive technical support and maintenance across various IT services, including access management, user onboarding and offboarding, application management, infra & network management. The role requires strong technical skills, excellent problem-solving abilities, and a commitment to delivering exceptional customer service.

• Technical Support: Provide end-to-end troubleshooting for desktop systems, applications, and network connectivity; resolve hardware, software, and OS-related issues.

• Hardware & Software Maintenance: Install, configure, and maintain computers, peripherals, and mobile devices; ensure timely updates across macOS, Windows, and Linux.

• Network Management: Support and troubleshoot LAN/WAN/VPN connectivity; manage routers, switches, and wireless networks to maintain secure and stable operations.

• User Training & Documentation: Conduct user training sessions, maintain documentation of processes and solutions, and create user guides for common tools and workflows.

• IT Asset Management: Track and maintain IT hardware, software licenses, and inventory; coordinate with vendors for procurement, repairs, and replacements.

• Security & Compliance: Implement and monitor IT security policies; assist with SOC/ISO/HIPAA audits and ensure compliance with organisational standards.

• Access & Onboarding: Manage user access controls (JumpCloud, Google Workspace, Slack); oversee onboarding/off boarding processes, including account setup and asset recovery.

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).

• IT Support Experience: Proven background as an IT Support or Desktop Support Engineer, with hands-on expertise in access management, user onboarding/offboarding, and application management.

• Technical Proficiency: Strong working knowledge of Mac OS, Windows, and Linux, along with experience in GWS, Slack, Atlassian, and other productivity tools.

• Systems & Cloud: Familiarity with identity and access management platforms (JumpCloud, JAMF, Active Directory, LDAP) and exposure to cloud environments like AWS, Azure, or Google Cloud.

• Networking & Troubleshooting: Solid understanding of network fundamentals, diagnostics, and resolution of hardware/software issues.

• Soft Skills: Excellent communication, analytical, and problem-solving abilities with a customer-first approach; capable of working independently and collaboratively.

• Good to have: Certifications such as CompTIA A+/Network+/Security+, ITIL Foundation, or CCNA/MCSE, plus familiarity with automation (PowerShell/Bash), ITSM tools (ServiceNow/Jira Service Desk), and endpoint management solutions (MDM, SCCM, Intune).

• Opportunity to work and collaborate with a truly global team spread across 6 countries

• Routine hackathons and learning boot camps to promote knowledge sharing

• Comprehensive medical benefits and term insurance

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