IT Support Engineer

Summary

Join Netskope's IT Support Team as an IT Support Specialist I and provide first-level technical support to our global workforce during the night shift. This remote role, based primarily in Bangalore with occasional in-person requirements, offers flexibility while contributing to a world-class IT support structure. You will act as the first point of contact for employees needing technical assistance, troubleshooting hardware, software, and network issues. Responsibilities include managing user accounts, logging support requests, and collaborating with global IT teams. The ideal candidate possesses 1-2 years of helpdesk experience, familiarity with enterprise IT tools, and excellent communication skills.

Requirements

• 1-2+ years of experience in an IT helpdesk or technical support role
• Basic troubleshooting experience with macOS and Windows operating systems
• Familiarity with common enterprise IT tools and platforms (e.g., Okta, Google Workspace, Jira, etc.)
• Experience using remote support tools
• Basic understanding of networking concepts (TCP/IP, DNS, VPN, Wi-Fi)
• Excellent customer service and communication skills, with the ability to explain technical concepts clearly to non-technical users
• Ability to work independently and manage time effectively during the night shift
• Willingness to work the night shift schedule is essential
• Ability to attend occasional in-person training or team events in the Bangalore or Manila office

Responsibilities

• Act as the first point of contact for employees seeking technical assistance via ticketing system, email, & chat
• Provide initial troubleshooting for hardware, software, and network issues for Mac and Windows users
• Assist users with basic issues related to Google Workspace (Gmail, Drive, Calendar), Active Directory, Okta, GTM (Go to Market) Applications like Salesforce and other company standard applications
• Support users with basic conferencing setups, primarily Zoom, Google Meet
• Log all support requests and incidents accurately in the ticketing system (Jira)
• Escalate unresolved issues to the appropriate L2 or L3 specialized IT teams
• Assist in creating and maintaining basic user-facing knowledge base articles for common issues
• Perform basic user account tasks like password resets and account unlocks
• Assist with basic aspects of onboarding and offboarding processes under supervision
• Provide effective remote support to employees working from various locations
• Collaborate with global IT support team members to ensure consistent service delivery

Preferred Qualifications

• Experience with ticketing systems like Jira is preferred
• Certifications (Preferred but not required): CompTIA A+ or ITIL Foundations