IT Support Engineer

Appfire is an enterprise collaboration software company that enables teams to plan and deliver their best work. Since launching in 2005 as one of the original Atlassian ecosystem partners, Appfire has built a portfolio of top-selling apps for more than 30,000 customers — including 55% of Fortune 500 companies. As a product-led company, Appfire identifies gaps in industries serving developers and client support teams and then builds solutions that drive productivity and efficiency. 

Appfire continues to grow exponentially, with teams spanning 20+ countries. We are financially strong, continuously meeting or exceeding revenue targets, and we invest heavily in strengthening the foundation of our organization. Being philanthropic is integral to operating our business, so we donate 1% of employee time, product, profit, and equity as part of our Pledge 1% commitment.

Come join our team!

Job Purpose and Overview 

We are looking for a full-time IT Support Engineer. You will work with a team of highly skilled engineers to manage Desktop support, Infrastructure, and many Corporate applications as part of our IT operations team. In this role, you will deal with support activities on multiple operating systems, and a variety of technologies, including the administration of Device management tools as well as Security & Network devices. You will work with team members across the globe and provide key on-site services in our {location} office.

You will be part of a corporate IT Support team that provides a wide variety of services to our employees, allowing you ample opportunity to gain valuable insight into the company as a whole, broaden your skills, and grow your career.

What You Will Do 

  • Provide occasional L2 ticket-based support for employees seeking access, reporting problems, etc. on internal server-based and cloud-based applications, ensuring they are resolved per published SLAs and escalated to L3 support resources if needed
  • Monitor applications and systems with the help of alerts from Site24x7, Sophos, and other monitoring tools to ensure overall health
  • Monitor scheduled jobs to ensure they run successfully and on time
  • Manage employee onboardings, laptops for their up-to-date OS, MDM, hard disk encryption & antivirus installations, and troubleshooting issues
  • Maintain Office Network infrastructure (wi-fi, access points & chrome casts) and coordinate with ISP teams for resolutions
  • Maintain the configurations on Routers, firewalls, network switches, and IP telephony
  • Provide resolutions on the issues relating to Office IT infrastructure and maintain them
  • Ensure domain registrations, SSL certificates, and product licensing is up-to-date for all systems
  • Perform installations, configurations, upgrades, migrations, and consolidations of applications.
  • Develop a solid knowledge of the systems and applications managed by our team, as well as its best practices to implement from time to time
  • Use, write, and maintain KB articles for documentation.

What We Would Like To See

  • 3+ years' experience providing L1/L2 support via a ticketing system.
  • 2+ years' hands-on experience in desktop support preferably both on Macintosh & Windows OS
  • 2+ years’ hands-on experience as a Linux system administrator, including a basic understanding of the Linux file system, DNS, and SSL.
  • 1+ years' hands-on experience in Network administration
  • 1+ years' hands-on experience in AWS (IAM, S3, EC2, Route 53, CloudWatch, RDS).
  • 1+ years' hands-on experience in providing application support on applications such as Google Workspace, Slack, and Zoom.
  • 1+ years' hands-on experience in automation tools such as Chef, Ansible, shell scripting, scripting languages like Python, or command line (CLI) tools
  • Good written and oral communication skills in English, including spelling and grammar.
  • Good ability to work within a mature support process.
  • Willing to work in Shifts

What We Offer 

  • Every Appfire employee is eligible for company equity
  • Remote Work – flexibility to work from home or from our offices + remote working allowance up to INR 12,000 per annum (paid monthly)
  • Unlimited paid sick leave in the event of an employee’s own illness or injury
  • Generous vacation policy
  • Group Medical Insurance – Coverage of INR 5,00,000 per annum for a family including dependents parents with no additional cost
  • Crèche benefit
  • Appfire provides all equipment for your home office, including an Amazon Business account
  • Training and development – access to a comprehensive library of training videos