We help businesses worldwide expand their software development operations with our unique offshore model. That's what we do best and it's what we love to do. With 250+ employees across Bangalore, London, Krakow, and Sydney — and 20 new hires every month, we're growing fast and only want the best to join us. Do you think you have what it takes to be a Scaler? Come and join an unstoppable team.
We are looking for an experienced IT Technical Support Specialist who will provide end-to-end technical support to employees, ensure the smooth functioning of IT systems and devices, and help maintain a secure and efficient workplace technology environment.
ROLES AND RESPONSIBILITIES:
- Manage the complete user IT journey including onboarding, role-based Identity and Access Management (IAM), ongoing maintenance, and offboarding.
- Diagnose, troubleshoot, and resolve technical issues across macOS and Windows environments. Provide remote and on-site support, ensuring all incidents are accurately logged, tracked, and resolved via the helpdesk system.
- Serve as the primary administrator for Google Workspace (GWS) and Slack, configuring settings, managing accounts, and ensuring seamless operation of core business tools.
- Configure and manage Mobile Device Management (MDM) solutions (JumpCloud or similar). Oversee patch management and administer endpoint protection using Sophos EDR/XDR or similar antivirus tools.
- Maintain meticulous IT asset tracking systems. Manage the full hardware and software inventory lifecycle from provisioning to retirement.
- Vendor Management & Procurement: Procure hardware and software, coordinate with service providers, and lead vendor relationships. Handle negotiations, SLAs, NDAs, and conduct vendor security assessments.
- Documentation & SOPs: Create, implement, and maintain comprehensive Standard Operating Procedures (SOPs), technical documentation, and user guides.
- Communicate technical solutions clearly to both technical and non-technical stakeholders while balancing and prioritizing multiple support requests.
SKILLS AND COMPETENCIES:
- 4–6 years of overall experience in IT Technical Support, Desktop Support, or IT Administration.
- Hands-on administrative experience with Google Workspace (GWS).
- Strong proficiency in troubleshooting macOS and Windows environments, networking basics, and computer hardware.
- Practical experience with JumpCloud (or similar MDM), Sophos EDR/XDR (or similar), and enterprise patch management.
- Must have prior experience working in a company certified under ISO 27001 and GDPR, with a strong understanding of strictly following security controls and compliance protocols.
- Solid negotiation skills and a strong understanding of managing SLAs, NDAs, and vendor compliance.
- Excellent analytical, troubleshooting, communication (written and verbal), and documentation skills.
SPECIAL REQUIREMENTS FOR THE ROLE:
- Bachelor’s or Master’s degree in Information Systems, Computer Science, or a related technical field.
- Certifications relevant to IT security, operations, or platforms (e.g., Google Workspace Administrator, CompTIA, ITIL, Microsoft) are highly preferred.
- Ability to collaborate effectively with cross-functional and international teams in a fast-paced environment.
