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Senior IT Services Engineer

Job Description
Serve as a technical leader within IT Services, resolving complex issues, leading service and platform improvements, and advancing automation across identity, endpoint, collaboration, employee lifecycle, and ITSM services. The role owns advanced Windows and macOS endpoint management, including MacBook fleet administration through Iru, mentors engineers, strengthens operational governance, and delivers a secure, reliable, and high-quality user experience, including white-glove support for executives and critical business events.

Responsibilities

• Lead troubleshooting for complex incidents affecting users, endpoints, applications, identity, and collaboration services, acting as the escalation point for IT Services Engineers.
• Coordinate cross-functional resolution with Infrastructure, Security, Network, and Application teams.
• Administer and improve Okta SSO, MFA, application integrations, group management, and lifecycle processes, validating access configurations, attribute mappings, and provisioning and deprovisioning flows.
• Drive secure access practices, access reviews, audit readiness, and lifecycle governance.
• Manage advanced administration across Exchange Online, Teams, SharePoint, OneDrive, Intune, Entra ID, and endpoint services, and lead device deployment, configuration, and service improvements.
• Lead macOS and MacBook fleet management using Iru, including zero-touch deployment through Apple Business Manager, Blueprints, Library items, configuration profiles, app deployment, OS updates, and patching.
• Administer Iru compliance and security controls such as FileVault encryption, Gatekeeper, and device posture policies, and troubleshoot complex macOS hardware, OS, and application issues.
• Deliver white-glove support for executives and VIP users, ensuring technology readiness for executive meetings, presentations, and visits.
• Support and troubleshoot Zoom, Microsoft Teams, Zoom Rooms, and conference room AV, and provide live support for town halls, training sessions, and key business meetings.
• Perform proactive conference room and meeting technology checks to minimize disruption.
• Improve ITSM service catalogs, workflows, dashboards, reports, ticket routing, assignment logic, and SLA practices.
• Design automation using Okta Workflows, FreshService Workflow Automator, Power Automate, scripting, or approved AI-enabled tools.
• Identify recurring issues and implement sustainable fixes, self-service options, and measurable process improvements.
• Lead onboarding, offboarding, contractor management, access updates, device readiness, and asset retrieval, ensuring activities are documented, controlled, timely, and security-aligned.
• Participate in the weekend on-call rotation to handle critical incidents, coordinate escalations, and restore service quickly.
• Mentor engineers, conduct knowledge-sharing sessions, and review technical documentation to strengthen team capability.
• Establish and maintain SOPs, support standards, knowledge content, and operational runbooks.
• Evaluate and responsibly adopt new technologies, AI tools, and automation opportunities that improve service delivery.

Required Qualifications

• 5–8+ years of experience in IT services, end-user support, or workplace technology operations, including escalation-level responsibilities.
• Advanced administration and troubleshooting across Okta, Microsoft 365, Active Directory or Entra ID, Intune, MECM, and Exchange Online.
• Strong hands-on experience administering Iru (formerly Kandji) to manage MacBooks at scale, including Blueprint design, automated device enrollment through Apple Business Manager, configuration profiles, custom scripts, app deployment, and macOS security and compliance.
• Hands-on experience with Okta SSO, SCIM, MFA, provisioning, deprovisioning, and application integrations.
• Strong ITSM platform knowledge, including FreshService configuration, dashboards, routing, and reporting.
• Experience with automation platforms, scripting, workflow design, and approved AI-enabled tools.
• Strong understanding of endpoint security, compliance controls, conferencing, Zoom Rooms, and audiovisual technologies.
• Strong customer-service orientation with clear verbal and written communication.
• Structured troubleshooting, sound judgment, attention to detail, and a strong sense of ownership.
• Ability to manage competing priorities and collaborate effectively across technical and business teams.

Preferred Qualifications

• Hands-on experience with Okta Workflows.
• Scripting experience for macOS and Windows automation (e.g., Bash, zsh, Python, or PowerShell).
• Experience mentoring engineers and leading service or process improvement initiatives.
• Proven track record of delivering measurable automation and self-service outcomes.
• Experience supporting audits, access reviews, and security compliance programs.
• Certifications such as Okta Certified Administrator, Microsoft 365 Certified: Endpoint Administrator or Microsoft 365 Administrator, and ITIL Foundation or higher.
• Iru (Kandji) certifications or equivalent Apple credentials such as Apple Certified Support Professional (ACSP) or Apple Certified IT Professional.

Success Measures

• Service-level performance, ticket quality, and durable resolution of complex issues.
• Customer experience and reliability of end-user and workplace services.
• Endpoint compliance, security posture, and deployment efficiency across the Windows and macOS fleet.
• Automation adoption and measurable process-improvement outcomes.
• Quality and use of knowledge articles, SOPs, and operational documentation.
• Mentoring, knowledge sharing, and growth of team technical capability.

Educational Qualification
BE/B.Tech/BCA/MCA or B.Sc., preferably in Computer Science, Information Technology, or a related field.