We are looking for an IT Support Specialist to join our Bengaluru office on a contract-to-hire basis. In this role, you will be the trusted, customer-facing face of IT for our employees, owning the day-to-day support experience and ensuring our people have the tools and access they need to do their best work. You will partner closely with our People/HR team on onboarding and offboarding, support conference room and all-hands A/V, and help administer the SaaS stack that powers Conviva globally. The role requires regular overlap with US Pacific Time business hours

What You Get to Do: 

• Execute end-to-end onboarding and offboarding in partnership with the People/HR team, including account provisioning, hardware, and SaaS access grants and revocations. 
• Provide hands-on support and troubleshooting for A/V systems in conference rooms and all-hands spaces (displays, cameras, microphones, room scheduling, Zoom Rooms / Google Meet hardware).
• Deliver strong customer service with a white-glove support mindset, including support for executives and leadership.
• Administer Okta at an admin level: SSO, SAML/SCIM integrations, MFA policies, group and app assignments, lifecycle management.
• Administer Google Workspace at an admin level: user and group management, OUs, Drive permissions, Gmail, Calendar, and security settings.
• Apply working knowledge of Active Directory for account, group, and access management.
• Administer and provide end-user support for Slack, Zoom, and Google Meet.
• Troubleshoot endpoints across macOS and Windows.
• Manage SaaS application lifecycle across a broad app portfolio: provisioning, deprovisioning, access requests, and license tracking.
• Operate within an SLA-driven ticketing environment (Jira Service Management, Freshservice, ServiceNow, or similar), owning tickets end-to-end and keeping users informed

What You Bring to the Role:

• 3+ years of hands-on IT support experience in a SaaS or technology company. 
• Excellent written and verbal English communication, with the ability to build trust with users at all levels of the organization.
• Proven ability to work independently, own tickets end-to-end, prioritize a queue, and keep users informed throughout resolution.
• Strong customer service instincts and a white-glove support mindset.
• Availability to overlap with US Pacific Time business hours

Bonus Point: 

• Experience with Freshservice and/or Risotto (or other AI-assisted IT support tools such as Moveworks).
• Okta Workflows or similar low-code automation experience, including scripting (Python, Bash, PowerShell) and API integrations.
• MDM administration: Jamf, Kandji, or Intune