IT Support Engineer

Navan is seeking an IT Support Engineer for our Bangalore, India office. This is an on-site position requiring five days a week in the office. The primary responsibilities include providing technical support to end-users in the Bangalore office and to all Navan users globally. This fast-paced role involves a variety of tasks, from onboarding new hires and troubleshooting user issues to providing hands-on support for all IT-supported equipment and functions.

What You'll Do:

Desktop Support: Provide onsite and remote support for all IT-related issues through ticketing system, walkups, or remote desktop tools, to diagnose and resolve hardware and software issues

Hardware Maintenance: Install, configure, and maintain laptops, including upgrades and replacements. Troubleshoot hardware problems and coordinate repairs with vendors when necessary

Hardware Procurement: Assist in the selection and procurement of IT equipment. Manage inventory and asset tracking

Software Support: Install, configure, and troubleshoot SaaS applications, operating systems, and security updates. Assist with software licensing

User Account Management: Modify, and deactivate user accounts, email addresses, and access permissions as needed. Ensure proper access control and user authentication

Network Connectivity: Assist users in connecting to the network, troubleshooting network issues, and configuring VPN and Wi-Fi connections

Documentation: Maintain accurate records of support tickets/requests, resolutions, and hardware/software inventory. Create and update user guides and knowledge base articles

IT Policies and Compliance: Enforce company IT policies and procedures, as well as compliance with relevant regulations, such as data protection and privacy laws

Manage and lead onboarding logistics and IT training for new hires, as well as offboarding logistics for retrieving equipment

Support local A/V Operations

Support Company All Hands events, as well as any ad-hoc local All Hands events

Provide white glove support to C-level executives

Participate in an on-call rotation schedule for IT Support and monitoring/alerting activities, which involve after-office hours and weekends

Accountability for site IT Operations and Maintenance (e.g. workstation setups, upkeep of conference rooms, managing ticket queue, network checks, etc.)

Assist IT leadership and other IT cross-functional teams with project-level deliverables

What We're Looking For:

Focus on the customer: As an IT Support Engineer, you are expected to be knowledgeable of customers' business and requests and use the information to drive higher levels of service and customer satisfaction. You establish and maintain strong effective relationships and partnerships with customers through trust and respect

Communicate with Candor: Thoughtfully propose ideas to the team during working sessions and invite feedback on those ideas. You are able to make decisions using objective criteria such as data or well-reasoned pros/cons. You have a cooperative demeanor and mutual respect for others. You can maintain confidentiality when required

4+ years of experience in a customer-facing IT Support function

4+ years of experience in administration of SaaS tools (Okta, Google Workplace, Slack, Atlassian, Zoom, Jamf, Intune, Cisco Meraki, etc.)

Strong familiarity with macOS, Windows, iOS, and Android operating systems and devices

Strong experience and knowledge of Jamf for troubleshooting Apple devices, as well as Azure/Intune for troubleshooting Windows devices

Strong A/V & Video Conferencing setup and troubleshooting experience

Proven ability as an IT Specialist in a fast-paced and corporate environment

Ability to lift and carry items weighing 10-50 pounds

Bachelor's degree in Information Technology or any Computer-related degree is a huge plus