IT Support Engineer - L1

Job Description

About the Role
We’re looking for a skilled and service-oriented IT Support Executive and provide support for end-user computing environments. In this role, you will be responsible for ensuring smooth day-to-day IT operations by supporting end-user devices, resolving technical issues, and enhancing the overall user experience across a hybrid environment of macOS, Windows, and mobile platforms.
About Apna
Founded in 2019, Apna is India’s largest professional networking platform dedicated to helping India’s burgeoning working class to unlock unique professional networking, and skilling opportunities. We’re one of the fastest growing unicorns currently live in 60+ cities of 20+ states.
Backed by marquee investors like Tiger Global, Lightspeed, Sequoia, Owl Ventures, Greenoaks Capital & few more with solid $190+ funding. Apna is on a mission to enable livelihoods for billions in India. With over 16 million users from 50+ cities and 100,000+ employers that trust the platform - India has a new destination to discover relevant opportunities.
1–2 years of experience in IT Support, Desktop Support, Help Desk, or a similar role.

Hands-on experience supporting Windows and macOS devices.

Basic working knowledge of Google Workspace / Microsoft 365, Slack, Jira and common collaboration tools.

Basic understanding of Wi-Fi, DHCP, DNS and VPN and troubleshooting common connectivity issues.

Ability to troubleshoot common laptop, hardware, software, application and access issues, both remotely and in person.

Familiarity with IT ticketing and asset/inventory management tools.

Basic experience supporting Zoom, Google Meet, meeting rooms and AV/VC setups.

Basic understanding of software updates, patching and endpoint security practices.

Exposure to MDM tools such as Jamf, Intune, Kandji, Workspace ONE, or similar is a plus.

Willingness to learn new technologies and take ownership of assigned tasks.

Scope & Responsibilities

• Provide day-to-day IT support to Apna employees and resolve hardware, software, application, access and connectivity issues.
• Set up, configure and support laptops and other end-user devices.
• Support employee onboarding and offboarding, including device setup, access and asset allocation/collection.
• Install approved software and assist with device updates, patching and basic MDM activities.
• Maintain accurate IT asset and inventory records and support periodic reporting.
• Support meeting rooms, video conferencing and AV equipment when required.
• Maintain basic IT documentation, troubleshooting guides and SOPs.
• Follow IT and security policies and coordinate with internal teams or vendors for issues requiring escalation.

Requirements
What is the scope & responsibility of the Role?

• Support Appna’s IT Operations
• Address user tickets regarding hardware, software and networking
• Conduct remote troubleshooting
• Diagnose and resolve technical issues
• Installation and support end-user devices.
• Create technical documentation and SOP’s
• Installing authorised software and ensuring patches and upgrades are applied on end-user devices
• Build packages, and administrates Mac, Windows OS and IOS/Android devices through MDM
• Complies with all company policies and procedures.
• Participates in the implementation and support of IT-related policies.