Junior IT Support Engineer

Join our dynamic IT team as a Junior IT Support Technician, where you will be the first point of contact for technical excellence. This is a fast-paced, onsite, night-shift role based in our Chennai office in India, where you will handle a wide range of support tasks—from hardware troubleshooting to access management for our global workforce. This is a fixed night-shift role: 5 nights per week, no weekends, no on-call rotation. We are looking for an eager learner who uses modern tools like AI and Jira to work smarter, resolve tickets faster, and provide a top-tier experience for our users.

Responsibilities

• Technical Troubleshooting: Provide comprehensive support for macOS and Windows environments. Manage the full ticket lifecycle—from initial intake to final resolution—encompassing hardware diagnostics, software provisioning, and complex systems troubleshooting.
• Access Management: Handle the day-to-day execution of onboarding and offboarding, ensuring users have the correct access to internal systems and SaaS platforms (Google Workspace, Slack, etc.).
• AI-Enabled Troubleshooting: Use AI tools as a daily assistant to research solutions for technical issues, draft clear user documentation, and improve the speed and accuracy of your ticket resolutions.
• Jira Ticket Ownership: Manage your ticket queue within Jira Service Desk effectively. While you will handle standard requests independently, you will work with Senior technicians for any complex Jira project customizations.
• Process Execution: Work within established automated workflows to ensure IT data and Asset Management boards stay updated and accurate.
• Local & Global Support: During your shift, provide in-person support for the Chennai office while also handling global tickets routed to the night-shift queue.
• Mentorship & Growth: Actively learn from Senior technicians to grow your skills in advanced troubleshooting, Jira administration, and workflow automation.

Requirements

• Experience: 1–3 years of experience in an IT Helpdesk or technical support environment.
• OS Foundations: Solid basic knowledge of macOS and Windows troubleshooting.
• Access Management: Familiarity with managing user accounts in tools like Google Workspace, Slack, Okta
• AI & Tech Savvy: A strong interest in using AI tools to find solutions to problems and streamline your daily workload.
• Eagerness to Learn: A "can-do" attitude with the ability to handle a high volume of diverse tickets while knowing when to escalate complex issues to Senior staff.
• Shift & Location Requirement: Must be willing and able to work onsite from the Chennai office on a fixed night shift (IST), 5 nights per week—no weekendsCommunication: Clear and empathetic communication skills for supporting non-technical users.