Member of Technical Staff – Performance Engineer
Cockroach Labs
AWSAzureCloudDistributed SystemsGoogle Cloud Platform
IT Service Desk Engineer
Abnormal Security
full-time
Posted on:
Location Type: Hybrid
Location: Bangalore • 🇮🇳 India
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
JamfMacOSServiceNowTCP/IPVMware
About the role
- Serve as the primary point of contact for IT support requests from both onsite and remote employees across India, Japan, Australia, and Singapore.
- Manage incidents and service requests through ticketing systems (e.g., ServiceNow, JIRA) including logging, triaging, tracking, and resolving issues.
- Provide hands-on support for video conferencing tools (e.g., Zoom), printers, and general office IT infrastructure.
- Escalate complex issues to senior engineers, ensuring timely follow-up and resolution.
- Deploy, configure, troubleshoot, and decommission macOS and Windows laptops/desktops.
- Handle all aspects of employee onboarding and offboarding, including hardware/software provisioning and access rights management.
- Administer endpoint and SaaS applications, manage license allocations, and troubleshoot access/performance issues.
- Maintain and update IT documentation (troubleshooting guides, SOPs, best practices) using Confluence and Google Drive.
- Contribute to IT projects such as infrastructure upgrades, automation initiatives, and security enhancements.
Requirements
- 4–5 years of experience in IT support or service desk roles supporting both macOS and Windows environments.
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- Proven experience with end-user hardware setup, configuration, and lifecycle management.
- Proficiency with SaaS applications including Okta, Google Workspace, Microsoft 365, Slack, and Zoom.
- Familiarity with Active Directory, identity and access management (SAML, Okta), and VPN support.
- Working knowledge of basic networking (TCP/IP), endpoint security, and mobile device management tools (e.g., Jamf, VMware Workspace ONE).
- Strong problem-solving skills, with the ability to efficiently prioritize and execute tasks.
- Excellent customer service, interpersonal, and communication skills.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
IT supportservice deskmacOSWindowsend-user hardware setupconfigurationlifecycle managementbasic networkingendpoint securitymobile device management
Soft skills
problem-solvingcustomer serviceinterpersonal skillscommunication skillstask prioritizationexecution