Support engineer - euc

Position Summary

We are Licious and we are a Bengaluru based meat and seafood company founded in 2015 by Abhay Hanjura and Vivek Gupta, our founders, foodies and friends. We pride ourselves on being India's most successful D2 C food-tech brand operating in 20 cities across the country delighting over 32 lac customers with our de-licious fresh meat and seafood!

Think you have what it takes to be the magic ingredient in the recipe that is Licious? Read on...

Key Responsibilities

Daily IT Operations: Manage and optimize regional IT and end-user computing operations, ensuring availability and reliable support across corporate offices, stores, warehouses, and other business locations. End-User Support: Provide L2 support for laptops, desktops, POS systems, printers, peripherals, operating systems, applications, connectivity, and other workplace technology. Google Workspace Administration: Administer Google Workspace through Google Admin Console, including user onboarding/offboarding, account management, groups, organizational units, access policies, Gmail administration, security settings, device management, application access, and troubleshooting. Jump Cloud Administration: Hands-on administration of Jump Cloud, including user and device management, directory services, device enrollment, policy deployment, application access, SSO, MFA, group management, and endpoint compliance. Identity & Access Management: Manage user lifecycle activities, access provisioning/de-provisioning, MFA, SSO, role/group-based access, and periodic access reviews while following organizational security policies. Endpoint Management: Manage Windows and mac OS endpoints, including enrollment, configuration, security policies, patching, application deployment, troubleshooting, and device compliance. Issue Resolution & SLA Management: Ensure timely resolution of incidents and service requests while meeting defined SLAs and operational KPIs. Service Desk Management: Work extensively with Atlassian/Jira Service Management and Slack for incident tracking, request management, escalation, collaboration, and operational communication. Performance Monitoring: Track service desk metrics, ticket aging, SLA compliance, recurring incidents, customer satisfaction, and other operational KPIs. Identify opportunities for continuous improvement. Incident & Escalation Management: Own and coordinate complex incidents and escalations, engaging Network, Security, Systems, Application, and other teams as required to restore services quickly. Cross-Functional Collaboration: Collaborate with Systems, Network, Security, Applications, HR, Procurement, and business teams to streamline IT operations and improve service delivery. IT Projects & Initiatives: Participate in and independently drive IT projects such as endpoint migrations, technology rollouts, identity and access improvements, office/store deployments, automation, and process enhancements. Customer Satisfaction: Maintain a customer-first approach, proactively communicate during incidents, gather user feedback, and implement improvements that enhance employee experience. Documentation & Reporting: Maintain SOPs, knowledge-base articles, troubleshooting guides, asset and access documentation, and operational reports. Provide regular updates on incidents, SLAs, KPIs, projects, risks, and improvement initiatives.

Required Skills & Qualifications

3-6 years of hands-on experience in IT support, End User Computing, IT operations, or enterprise service desk environments. Strong hands-on experience with Google Workspace Admin Console / Google Admin. Strong hands-on experience with Jump Cloud for identity, directory, endpoint, policy, SSO, and device management. Good understanding of Identity and Access Management (IAM), SSO, MFA, SAML, user provisioning/de-provisioning, and access controls. Strong knowledge of Windows and mac OS administration and troubleshooting. Experience with ITSM/service desk platforms, preferably Atlassian Jira Service Management, and collaboration tools such as Slack. Experience troubleshooting laptops, desktops, POS systems, printers, applications, networks, and peripheral devices. Good understanding of networking fundamentals including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and LAN troubleshooting. Understanding of endpoint security, patch management, antivirus/EDR, encryption, and enterprise security controls. Strong troubleshooting, root-cause analysis, problem-solving, and decision-making abilities. Ability to independently handle technical incidents and make informed decisions under pressure. Excellent verbal and written communication skills with the ability to explain technical issues clearly to technical and non-technical stakeholders. Strong customer-focused mindset with an emphasis on end-user satisfaction and operational excellence. Ability to work independently while effectively collaborating with cross-functional teams. Prior experience supporting a retail environment with multiple stores, warehouses/distribution centres, and remote locations is highly desirable.

Educational Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent relevant professional experience. Certifications such as ITIL, Google Workspace Administrator, Jump Cloud certifications, Microsoft certifications, or equivalent industry certifications are desirable and will be considered an advantage.