Support Engineer - EUC

Location: Vasanthanagar

Position Summary

We are Licious and we are a Bengaluru based meat and seafood company founded in 2015 by Abhay Hanjura and Vivek Gupta, our founders, foodies and friends. We pride ourselves on being India’s most successful D2C food-tech brand operating in 20 cities across the country delighting over 32 lac customers with our de-licious fresh meat and seafood!
Think you have what it takes to be the magic ingredient in the recipe that is Licious? Read on…

Key Responsibilities
Daily IT Operations:  Manage and optimize regional IT and end-user computing operations, ensuring availability and reliable support across corporate offices, stores, warehouses, and other business locations.
End-User Support:  Provide L2 support for laptops, desktops, POS systems, printers, peripherals, operating systems, applications, connectivity, and other workplace technology.
Google Workspace Administration:  Administer  Google Workspace through Google Admin Console , including user onboarding/offboarding, account management, groups, organizational units, access policies, Gmail administration, security settings, device management, application access, and troubleshooting.
Jump Cloud Administration:  Hands-on administration of  Jump Cloud , including user and device management, directory services, device enrollment, policy deployment, application access, SSO, MFA, group management, and endpoint compliance.
Identity & Access Management:  Manage user lifecycle activities, access provisioning/de-provisioning, MFA, SSO, role/group-based access, and periodic access reviews while following organizational security policies.
Endpoint Management:  Manage Windows and macOS endpoints, including enrollment, configuration, security policies, patching, application deployment, troubleshooting, and device compliance.
Issue Resolution & SLA Management:  Ensure timely resolution of incidents and service requests while meeting defined SLAs and operational KPIs.
Service Desk Management:  Work extensively with  Atlassian/Jira Service Management and Slack  for incident tracking, request management, escalation, collaboration, and operational communication.
Performance Monitoring:  Track service desk metrics, ticket aging, SLA compliance, recurring incidents, customer satisfaction, and other operational KPIs. Identify opportunities for continuous improvement.
Incident & Escalation Management:  Own and coordinate complex incidents and escalations, engaging Network, Security, Systems, Application, and other teams as required to restore services quickly.

Cross-Functional Collaboration:

Collaborate with Systems, Network, Security, Applications, HR, Procurement, and business teams to streamline IT operations and improve service delivery.
IT Projects & Initiatives:  Participate in and independently drive IT projects such as endpoint migrations, technology rollouts, identity and access improvements, office/store deployments, automation, and process enhancements.
Customer Satisfaction:  Maintain a customer-first approach, proactively communicate during incidents, gather user feedback, and implement improvements that enhance employee experience.
Documentation & Reporting:  Maintain SOPs, knowledge-base articles, troubleshooting guides, asset and access documentation, and operational reports. Provide regular updates on incidents, SLAs, KPIs, projects, risks, and improvement initiatives.

Required

Skills & Qualifications
3-6 years of hands-on experience  in IT support, End User Computing, IT operations, or enterprise service desk environments.
Strong hands-on experience with  Google Workspace Admin Console / Google Admin .
Strong hands-on experience with  Jump Cloud  for identity, directory, endpoint, policy, SSO, and device management.
Good understanding of …