IT Support Engineer - L1

Job Description

About the Role

We?re looking for a skilled and service-oriented L1 EUC Engineer to join our EUC team and provide support for end-user computing environments. In this role, you will be responsible for ensuring smooth day-to-day IT operations by supporting end-user devices, resolving technical issues, and enhancing the overall user experience across a hybrid environment of macOS, Windows, and mobile platforms.

About Apna

Founded in 2019, Apna is India?s largest professional networking platform dedicated to helping India?s burgeoning working class to unlock unique professional networking, and skilling opportunities. We?re one of the fastest growing unicorns currently live in 60+ cities of 20+ states.

Backed by marquee investors like Tiger Global, Lightspeed, Sequoia, Owl Ventures, Greenoaks Capital & few more with solid $190+ funding. Apna is on a mission to enable livelihoods for billions in India. With over 16 million users from 50+ cities and 100,000+ employers that trust the platform - India has a new destination to discover relevant opportunities.

Skills/Strength of an Ideal Candidate

• 1-2 years of relevant experience in IT support or similar roles (Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician).
• Hands-on experience with Windows, macOS, and Linux operating systems.
• Good knowledge of Google Workspace, Microsoft 365, Slack, Jira, and other productivity/collaboration tools.
• Experience with MDM platforms such as Jamf, Intune, Kandji, WS-1 etc.
• Good understanding of network fundamentals including DHCP, DNS, office Wi-Fi, and VPN troubleshooting.
• Familiarity with IT ticketing systems and asset management tools.
• Proficient in diagnosing and resolving hardware, software, and Network connectivity issues.
• Good communication skills with a positive and professional attitude.
• Experience in AV/VC setup and support (e.g., Zoom, Google Meet, Polycom)
• Strong troubleshooting and critical thinking skills
• Ability to perform remote troubleshooting and provide clear instructions.
• Responsible for managing assets, inventory details, regular update of all assets tractions and sharing MIS reports on a regular basis

What is the scope & responsibility of the Role?

• Support Appna?s IT Operations
• Address user tickets regarding hardware, software and networking
• Conduct remote troubleshooting
• Diagnose and resolve technical issues
• Installation and support end-user devices.
• Create technical documentation and SOP?s
• Installing authorised software and ensuring patches and upgrades are applied on end-user devices
• Build packages, and administrates Mac, Windows OS and IOS/Android devices through MDM
• Complies with all company policies and procedures.
• Participates in the implementation and support of IT-related policies.