IT Support & Systems Engineer

Overview

Own NexusOne's IT systems and day-to-day employee IT support in Pune, as the hands-on owner of devices, identities and SaaS applications, working with the Security team and reporting to the Head of Information Technology in the US.

What you'll do

• Own the IT support queue: triage, prioritize and resolve tickets in Linear, and route Slack requests into a single tracked intake
• Provide Level 1/Level 2 support for macOS, Windows, Google Workspace (Gmail, Calendar, Drive, Meet), Zoom, VPN, SSO/MFA and core SaaS applications, escalating complex issues to US IT, Security or vendors with clear documentation
• Meet defined response and resolution targets, and report on support metrics (ticket volume, first response time, resolution time, user satisfaction)
• Identify recurring issues, drive them to root cause, and close the loop with affected users
• Provide responsive, white-glove support for executives, including travel and account lockout scenarios
• Build and maintain a user-facing and AI-ingested knowledge base of how-tos, FAQs and self-service guides that reduce ticket volume
• Provide support coverage with partial overlap with US business hours, and help with urgent after-hours issues as needed
• Own the full lifecycle of laptops and IT assets in Pune: procurement, imaging, assignment, repair, refresh, recovery and secure disposal
• Maintain an accurate asset inventory, with assignments, warranties and chain of custody tracked for audits
• Administer Rippling MDM: device enrollment, configuration profiles, app deployment, OS/patch compliance and remote lock/wipe
• Troubleshoot and resolve Rippling MDM issues (enrollment failures, policy conflicts, app deployment errors, non-compliant devices) and escalate to Rippling support when needed
• Support the partial transition to Apple devices, including Mac deployment, setup and user onboarding to macOS
• Run device and access onboarding for new hires so laptops, accounts and apps are ready on day one, including a first-day IT orientation
• Execute timely offboarding: access revocation, device recovery and wipe, and coordination of courier pickup/returns with vendors
• Partner with HR/People Ops on joiner, mover and leaver workflows and keep evidence of completion
• Administer user accounts, groups and roles across Google Workspace, Rippling and connected SaaS applications (including remaining Microsoft 365/Entra ID tenants)
• Apply least-privilege, role-based access; process access requests and support periodic access reviews
• Manage SSO/SAML application setup, MFA enforcement and group-based provisioning
• Resolve account lockouts, MFA resets and access issues quickly and securely
• Track and optimize software licenses: assign, reclaim and true-up seats, and flag unused spend
• Maintain the SaaS application inventory and support renewals and vendor evaluations
• Manage local IT vendors in Pune (hardware suppliers, repair partners, ISPs, couriers), including quotes, POs, SLAs and contract follow-ups
• Maintain office IT infrastructure: network, Wi-Fi, printers, meeting rooms and AV
• Work with the Security team on endpoint security (EDR, disk encryption, screen lock, patching), alert triage and incident response
• Support maintaining evidence for compliance programs (e.g., HITRUST, SOC 2) using Vanta, and remediate failing device and access controls
• Follow and help enforce IT and security policies, and educate staff on security best practices
• Act as the on-site IT owner in Pune, reporting status, risks and metrics to the Head of IT in the US
• Participate in cross-time-zone planning and prioritization, write runbooks and SOPs, and propose automation and process improvements that reduce manual work and ticket volume

What you'll need

• 4–7 years of hands-on IT experience spanning both systems administration and end-user support, ideally in a fast-growing technology company or startup
• Proven service desk experience: owning a ticket queue, working to SLAs, and using a ticketing tool (Linear, Jira Service Management, Zendesk, or similar)
• Strong Windows and macOS troubleshooting skills, plus experience supporting Google Workspace users
• Strong hands-on experience with MDM for Windows and macOS (Rippling MDM preferred)
• Administrator experience with Google Workspace and/or Microsoft 365/Entra ID, including users, groups, roles, SSO/SAML and MFA
• Proven experience running device lifecycles, onboarding/offboarding and license management at scale
• Experience managing local vendors and procurement in India
• Working knowledge of networking fundamentals (DNS, DHCP, VPN, Wi-Fi, firewalls) and endpoint security tools
• Experience with remote support tools and supporting distributed users across time zones

Nice to have

• Familiarity with compliance frameworks and audit evidence collection (Vanta or similar)
• Scripting or automation skills (Bash, PowerShell, Python, Google Apps Script)

Details

• Location: Pune office
• Reports to the Head of Information Technology in the US
• Partial overlap with US business hours, with urgent after-hours support as needed