# – IT Support Engineer

Experience: 5 Years

Location: Pune, India

Employment Type: Full-time

## About Mindstix Software Labs

Mindstix accelerates digital transformation for leading global brands. We specialize in Digital Experiences, Enterprise Mobility, Cloud Engineering, and Data Science, delivering world-class products and solutions to Fortune 500 enterprises and Silicon Valley startups.

Our work spans industries including eCommerce, Luxury Retail, SaaS, Consumer Technology, HealthTech, and Hospitality. We foster a fast-moving, collaborative culture driven by curiosity, innovation, and craftsmanship.

## Role Overview

We are looking for an experienced IT Support Engineer to provide L2/L3 technical support and manage enterprise applications, identity and access management, cloud services, integrations, networks, and modern AI-enabled tools.

The ideal candidate should have strong troubleshooting skills, hands-on experience with SaaS and enterprise applications, identity platforms, endpoint management, networking, and IT operations.

## Key Responsibilities

- Provide Level 2 and Level 3 technical support for enterprise applications, devices, cloud services, networks, and collaboration tools.
- Troubleshoot complex issues related to SSO, MFA, authentication, permissions, VPN, Wi-Fi, DNS, email, endpoint configuration, and network connectivity.
- Take end-to-end ownership of incidents, including troubleshooting, escalation, communication, resolution, and closure.
- Manage Identity and Access Management (IAM), including user accounts, application access, group memberships, privileged access, service accounts, and access reviews.
- Administer and support enterprise platforms such as Google Workspace, Microsoft 365, Okta, Microsoft Entra ID, Jamf, Intune, Jira, Confluence, GitHub/GitLab, Salesforce, Zendesk, Workday, Snowflake, and Workato.
- Troubleshoot integrations involving REST APIs, webhooks, authentication tokens, scheduled jobs, service accounts, permissions, and data mappings.
- Support applications and services hosted across AWS, Azure, and Google Cloud environments.
- Troubleshoot networking issues related to TCP/IP, DNS, DHCP, VPN,



Wi-Fi, proxies, firewalls, ports, and routing.
- Support enterprise AI applications, copilots, AI agents, connectors, and integrations, including access, configuration, and troubleshooting.
- Assist in implementing AI governance and security controls related to access, logging, data protection, and responsible usage.
- Manage incidents, service requests, problems, and changes following ITIL-based practices.
- Support security, compliance, audit activities, vulnerability remediation, and access reviews.
- Perform root cause analysis and implement corrective and preventive actions.
- Create and maintain SOPs, runbooks, knowledge-base articles, troubleshooting guides, and technical documentation.
- Mentor junior IT support engineers and act as a technical escalation point.
- Collaborate with global teams, including users, engineering, security, HR, finance, data teams, customers, and external vendors.

## Required Skills & Qualifications

- 5 years of experience in IT Support, Systems Administration, Enterprise Application Support, SaaS Administration, or IT Operations.
- Robust experience providing L2/L3 technical support.
- Hands-on experience with enterprise identity platforms such as Okta, Microsoft Entra ID, or Google Workspace.
- Experience with endpoint/device management tools such as Jamf and Microsoft Intune.
- Strong understanding of SSO, MFA, IAM, user provisioning, access management, and application permissions.
- Experience supporting enterprise SaaS platforms such as Salesforce, Workday, Zendesk, Jira, Confluence, GitHub/GitLab, Snowflake, HubSpot, NetSuite, or Workato.
- Good understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, Wi-Fi, firewalls, proxies, and routing.
- Exposure to cloud platforms such as AWS,



Azure, or Google Cloud.
- Basic scripting and automation experience using PowerShell, Bash, Python, REST APIs, or low-code/no-code automation tools.
- Familiarity with ITIL processes, including Incident, Problem, Request, and Change Management.
- Experience working in security and compliance-driven environments such as SOC 2 or ISO 27001.
- Understanding of data protection, DLP, audit logging, data classification, and information retention.
- Exposure to enterprise AI tools, Generative AI applications, Copilots, AI agents, or AI-enabled workflows is preferred.
- Strong troubleshooting, analytical, communication, and documentation skills.

## Preferred Candidate Profile The ideal candidate is someone who:

- Enjoys troubleshooting complex technical issues and finding long-term solutions.
- Takes complete ownership of issues from diagnosis through resolution.
- Is comfortable working across enterprise applications, cloud infrastructure, networking, identity, security, and integrations.
- Can communicate technical issues clearly to both technical and non-technical users.
- Has a strong focus on security, documentation, and operational excellence.
- Enjoys learning and working with emerging technologies, automation, and AI-enabled enterprise tools.
- Can mentor junior team members and serve as an escalation point for complex issues.

## Why Join Mindstix?

- Work with talented engineers and global teams.
- Opportunity to support modern enterprise technologies and large-scale digital solutions.
- Exposure to cloud, AI, automation, enterprise applications, and security technologies.
- Competitive compensation and benefits.
- Health insurance, rewards, recognition, and career growth opportunities.
- Cooperative work culture with flexibility and hybrid options for experienced team members.

Location: Pune, India

Work Model: Primarily office-based, with flexibility/hybrid options based on experience and business requirements.

Mindstix Software Labs is an equal opportunity employer committed to building an inclusive and diverse workplace

📌 Mindstix - IT Support (Pune)
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