Support Engineer

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.
• JumpCloud Administration: Hands-on administration of JumpCloud , 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 JumpCloud for identity, directory, endpoint, policy, SSO, and device management.
• Good understanding of Identity and Access Management (IAM), SSO, MFA, SAML, user provisioning/de-provisioning, and access controls .
• Strong knowledge of Windows and macOS administration and troubleshooting .
• Experience with ITSM/service desk platforms, preferably Atlassian Jira Service Management , and collaboration tools such as Slack.
• Experience troubleshooting laptops, desktops, POS systems, printers, applications, networks, and peripheral devices.
• Good understanding of networking fundamentals including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and LAN troubleshooting .
• Understanding of endpoint security, patch management, antivirus/EDR, encryption, and enterprise security controls.
• Strong troubleshooting, root-cause analysis, problem-solving, and decision-making abilities.
• Ability to independently handle technical incidents and make informed decisions under pressure.
• Excellent verbal and written communication skills with the ability to explain technical issues clearly to technical and non-technical stakeholders.
• Strong customer-focused mindset with an emphasis on end-user satisfaction and operational excellence.
• Ability to work independently while effectively collaborating with cross-functional teams.
• Prior experience supporting a retail environment with multiple stores, warehouses/distribution centres, and remote locations is highly desirable.

Educational Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent relevant professional experience.
• Certifications such as ITIL, Google Workspace Administrator, JumpCloud certifications, Microsoft certifications, or equivalent industry certifications are desirable and will be considered an advantage.