Senior IT Technical Support Engineer

This role is for one of Weekday’s clients

• Min Experience: 5+ years
• Location: Bengaluru, Karnataka, India
• JobType: full-time

Acts as a senior technical expert within the IT support team, responsible for resolving the most complex user issues, leading support-focused initiatives, and driving the evolution of support practices across the organization. This role ensures operational excellence, mentors other support staff, and contributes to cross-functional IT projects.

Requirements

• Key Roles & Responsibilities:
• Provides expert-level technical support for escalated issues involving hardware, software, enterprise systems, and infrastructure.
• Leads major incident resolution efforts, coordinating with other IT functions and communicating with stakeholders.
• Defines and enforces best practices for support workflows, ticket handling, documentation, and escalations.
• Collaborates with engineering, infrastructure, and security teams to align support efforts with systems design and operational goals.
• Oversees technical onboarding and lifecycle management for complex user environments and sensitive roles.
• Develops internal tools, scripts, or automation to improve support delivery and response times.
• Coaches and mentors junior and mid-level support engineers to build technical depth and service consistency.
• Tracks and analyzes support metrics to identify trends and proactively reduce incident frequency.
• Basic Qualifications:
• 4+ years of progressive IT support or technical services experience
• Bachelor’s degree in Information Technology, Computer Science, or related field preferred
• Good experience in Okta, Jamf, Intune & Networking
• Strong expertise in Windows/macOS administration, endpoint management, Office 365
• Experience with automation tools, scripting, and support-related analytics
• Exceptional problem-solving, communication, and mentoring abilities
• Proven record of owning major escalations, leading support initiatives, and driving service quality
• Perks & Benefits
• Opportunity to work with some of the smartest minds to solve complex challenges at scale.
• Impactful role in shaping and securing a global, cloud-native & AI driven platform.
• Innovative, collaborative, and fast-paced culture.

Must-have skills

• Okta, jamf, intune
• Good-to-have skills
• Windows/MAC OS administration, end point management