IT Systems Engineer - End-User Support (USA)

We are looking for a highly capable IT Systems Engineer to support and scale end-user computing and IT infrastructure onsite for our India office. You will be responsible for designing, automating and improving systems that enable a secure, high-performance environment for our company. You will also provide light, after-hours support for US users (during India business hours) as needed.

Key Responsibilities

• Configure and deploy desktops and laptops (Windows and macOS)
• Provide first- and second-line support for hardware, software, and access issues
• Configure, manage, support, and troubleshoot Windows 11 and macOS environments.
• Manage user accounts, identity, and access controls across systems
• Lead endpoint lifecycle management, including automated provisioning, configuration, compliance, and patching using modern device management platforms.
• Troubleshoot login, MFA, VPN, email, and access-related issues
• Design and optimize onboarding/offboarding workflows with a strong emphasis on automation, security, and auditability
• Oversee peripheral (including Cameras infrastructure, printers, access devices etc.) and hardware ecosystems as part of a broader end-user experience strategy.
• Provide functional support and troubleshooting for Linux systems
• Build and maintain automation frameworks using PowerShell, Bash, or Python to eliminate manual processes and improve operational efficiency

Networking & Infrastructure

• Lead network troubleshooting across DNS, DHCP, VPN, and connectivity layers, with the ability to diagnose issues end-to-end across client, network, and infrastructure.
• Oversee and improve office network infrastructure, including Wi-Fi and LAN performance and reliability.
• Assist with firewall access and connectivity issues
• Escalate complex issues as needed

Operational Responsibilities

• Own delivery of reliable IT operations for the India office, with accountability for uptime, user experience, and service quality
• Proactively monitor and improve identity and authentication systems, ensuring high reliability and rapid resolution of access-related issues
• Manage and update tickets in the IT service management system
• Maintain assets inventory, tracking, and documentation.
• Ensure systems meet patching and security standards
• Manage local IT vendor relationships, including hardware procurement, warranty replacements (e.g., Apple, Dell, Lenovo), and managing local ISPs.
• Act as the primary liaison for third-party contractors (e.g., cabling technicians, printer maintenance, AV specialists) ensuring work meets corporate standards.
• Collaborate with global IT teams on support and projects
• Conduct IT orientations for new hires, ensuring a seamless Day 1 experience and educating users on IT security best practices and company policies