Senior IT Support Engineer

Every business talks about “better customer conversations.” SaaS Labs builds products that actually make them happen.

From JustCall to CallPage to ServiceAgent.ai, we help thousands of businesses communicate better.

Here's where we are: With 300+ people across India, the US, and beyond, we’re at an inflection point as AI reshapes business communication.

What it's like to work here? Total ownership. We’re a team that moves with purpose, builds with ambition, and loves seeing our work make real impact.

And, if you're already nodding along, let's start the conversation.

With JustCall we’re leading the innovation on how sales and service teams connect with their customers— using AI — across calls, texts, emails, WhatsApp, and whatever comes next!It’s a multichannel communication system that helps 7000+ of our customers serve theirs better- with 24/7 AI Agents, on-point integrations, and other forward-looking features.

We are looking for a Sr. IT Support Engineer to own and deliver end-to-end technical support across access management, user onboarding and offboarding, application support, and infrastructure and network management.

Your goal is reliable IT operations: resolving network, system, and software issues, managing licenses and access permissions, and provisioning laptops for new joiners. That means minimal downtime, a productive workforce, and business continuity.

As a senior member of the IT team, you will be the go-to person for complex issues, set the standard for support quality, and drive improvements in processes, security, and automation. You’ll work closely with internal stakeholders and vendors in a fast-paced environment.

Location: Bangalore (in-office 5 days a week, as collaboration and quick problem-solving are best enabled through close teamwork)

• Technical Support: Provide end-to-end troubleshooting for desktop systems, applications, and network connectivity; resolve hardware, software, and OS-related issues.

• Monitoring & Troubleshooting: Proactively monitor and troubleshoot network, internet, hardware, and system issues to keep IT operations running smoothly and minimise downtime.

• Hardware & Software Maintenance: Install, configure, and maintain computers, peripherals, and mobile devices; ensure timely updates across macOS, Windows, and Linux.

• Laptop Provisioning & Allocation: Manage laptop allocation, configuration, and handover for new joiners and existing employees, ensuring every device is ready and compliant on Day 1.

• Network Management: Support and troubleshoot LAN/WAN/VPN connectivity; manage routers, switches, and wireless networks to maintain secure and stable operations.

• Access & Onboarding/Offboarding: Manage user accounts, access permissions, and role assignments (JumpCloud, Google Workspace, Slack, Atlassian). Own the onboarding and offboarding lifecycle, including account setup and asset recovery.

• License & IT Asset Management: Manage software licenses, track IT hardware and inventory, and maintain software compliance. Ensure license usage is optimised and audit-ready.

• Vendor Coordination: Coordinate with vendors and internal teams for procurement, repairs, replacements, and IT infrastructure maintenance and issue resolution.

• Security & Compliance: Implement and monitor IT security policies; assist with SOC/ISO/HIPAA audits and ensure compliance with organisational standards.

• Documentation & Training: Maintain documentation, SOPs, and knowledge base articles. Create user guides and conduct training sessions on common tools and workflows.

• Process Improvement & Automation: Identify recurring issues and automate repetitive tasks (PowerShell/Bash) to improve turnaround time and the employee experience.

• Mentorship: Guide junior team members, review their work, and help raise the overall support standard.

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent practical experience).

• Experience: 5–6 years as an IT Support, Desktop Support, or Systems Support Engineer, with hands-on expertise in access management, user onboarding/offboarding, laptop provisioning, and application management.

• Technical Proficiency: Strong working knowledge of macOS, Windows, and Linux, along with experience in Google Workspace, Slack, Atlassian, and other productivity tools.

• Systems & Cloud: Hands-on experience with identity and access management and device management platforms (JumpCloud, JAMF, Active Directory, LDAP). Exposure to cloud environments like AWS, Azure, or Google Cloud.

• Networking & Troubleshooting: Solid understanding of network fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi), diagnostics, and root-cause resolution of hardware and software issues.

• Asset & License Management: Experience maintaining IT inventory, tracking licenses, and keeping documentation audit-ready.

• Security Awareness: Working knowledge of endpoint security, access controls, and compliance frameworks (SOC 2, ISO 27001, HIPAA).

• Soft Skills: Excellent communication, analytical, and problem-solving abilities with a customer-first approach. Able to work independently, take ownership, and collaborate across teams.

• Certifications such as CompTIA A+/Network+/Security+, ITIL Foundation, CCNA, or MCSE

• Scripting and automation skills (PowerShell/Bash)

• Experience with ITSM tools (ServiceNow, Jira Service Management)

• Experience with endpoint management solutions (MDM, SCCM, Intune)

• Prior experience mentoring or leading junior IT staff

SaaS Labs takes pride in being an equal opportunity employer. We believe diverse teams build better products, which is why we're committed to taking hiring or any employment decision regardless of race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity, sexual orientation, or any other characteristic.