At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.
We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.
We are unified by our purpose of helping people to succeed. We are looking for an experienced Senior IT Support Engineer to join our global End User Support team. This role will provide high-quality technical support to our employees and act as an escalation point for more complex technical issues.
The successful candidate will have strong hands-on experience supporting enterprise IT environments, excellent troubleshooting skills, and the ability to work collaboratively across a global organisation. The role will also contribute to major incident resolution, enterprise projects, endpoint management, documentation and hardware lifecycle activities.
Work collaboratively with a global team of IT Support Engineers to provide consistent and effective end-user support.
Administer and troubleshoot Microsoft 365 , including day-to-day user, application and access-related issues.
Provide technical support for both Windows and macOS devices within an enterprise environment.
Manage and troubleshoot endpoint management solutions, including Microsoft Intune .
Diagnose and resolve hardware, software, application, access and endpoint-related incidents.
Contribute to the investigation, troubleshooting and remediation of Major Incidents , working with other IT teams as required.
Manage incidents and service requests through enterprise ITSM/helpdesk platforms such as Jira Service Management (JSM) ,



ensuring tickets are appropriately prioritised, documented, updated and escalated.
Create, maintain and regularly review knowledge base documentation , technical procedures and support articles.
Participate in enterprise IT projects and initiatives , providing technical expertise and assisting with implementation and rollout activities.
Support employee onboarding and offboarding , including device provisioning, application deployment and account/access activities.
Maintain accurate hardware and asset records.
Manage hardware stock for users in India , including stock monitoring, forecasting future requirements and coordinating equipment orders to maintain appropriate availability.
4+ years' experience working in End User Support, IT Support or a similar enterprise IT environment.

- Strong troubleshooting skills and experience resolving complex end-user technical issues.
- Strong working knowledge of Microsoft 365 administration and troubleshooting.
- Hands-on experience supporting Windows and macOS devices.
- Experience administering or supporting devices through Microsoft Intune .
- Experience working with enterprise ITSM/helpdesk platforms such as Jira Service Management, ServiceNow or similar .
- Experience managing incidents and service requests through their full lifecycle.
- Strong documentation skills with experience creating technical procedures and knowledge base articles.
- Valuable understanding of endpoint hardware, software and application troubleshooting.
- Strong organisational skills with the ability to prioritise multiple incidents,



requests and project activities.

Create lasting communities
As an Xplorer, you will be part of a global network of talented colleagues who will support your success. 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer

- #GiveBackDays/Commitment to social impact – 3 extra days off to volunteer and give back to your local community
- Unlimited access to LinkedIn Learning, plus regular career and growth conversations with your leader, as part of Xplor GPS
- Ongoing dedication to Diversity & Inclusion initiatives such as D&I; Council, Global Mentorship Program
- Access to free mental health support
- Flexible working arrangements

This applies to remote roles too. Xplor does not sponsor visas, either at the time of hire or at any later time. We're also not able to offer contractor arrangements or Employer of Record engagements for this position at this stage.
As part of our hiring process, successful candidates will be asked to complete background and identity verification checks. Many of our roles are remote, and to protect both candidates and our business from recruitment fraud, we may record video interviews during the process. We keep any recordings and related data only for as long as the hiring process is active and do not retain them afterwards.
EEO and Artificial Intelligence
We use an applicant tracking system with artificial intelligence-enabled features to support our recruitment process, but our recruitment team makes all hiring decisions after human review. We do not rely on artificial intelligence to make final hiring decisions. Find our Candidate AI Usage guidelines here .
We do not unfairly discriminate on any ground, including race, religion, color, ancestry, marital status, gender, sexual orientation, age, nationality, ethnic origin, disability or any other category protected by applicable law.

📌 Senior IT Support Engineer - ServiceNow (Pune)
🏢 Xplor
📍 Pune