IT Support Engineer

IT Support Engineer 

Bangalore, India 

Position Summary: 

Deliver skilled and professional support to all employees of the Bottomline organization, while collaborating with team members business colleagues on key technologies.  Provide elevated levels of support to key executives, business leaders throughout the organization.  

Essential Job Functions: 

• Troubleshoot, support, and resolve incoming technical issues for all Bottomline employees, including hardware, software, and connectivity issues. 

• Provide problem analysis to identify repetitive issues and drive to closure through Root Cause Analysis (RCA) and other ITIL processes. 

• Document processes and technologies as needed. 

• Perform regular contributions to the development of Standard Operating Procedures by creating knowledge-base articles and review existing articles to keep information up to date. 

• Identify, research, and recommend automation tools to better enhance the Bottomline user experience. 

• Work with providers, such as technology suppliers and wireless carriers to provide devices to the organisation. 

• Use cloud-based technologies to configure laptops for use. 

• Participation in global IT projects as needed. 

• Provide remote support for global Bottomline users. 

• Regular on-site support for the Bottomline’s Bangalore office. 

Required Skills: 

• Competency in a wide range of desktop technologies including, but not limited to; Apple OS, MS Windows, Active Directory, User and Group Management and MS Office. 

• Competency with the enterprise management solution JAMF to perform Zero touch setups and delivery continuous security updates to Apple Mac OS laptops.   

• Competency in Microsoft’s Autopilot and Intune for laptop enrolment and configuration and overall lifecycle management.  

• Experience with support collaboration tools such as Teams, WebEx, Atlassian Suite (Confluence, Jira etc…). 

• Strong communication skills – in person, remote or in writing, including active listening skills. 

• Ability to develop Interpersonal connections in the organization with an emphasis to deliver Customer First (C1) quality support. 

Preferred Skills: 

• JAMF Enterprise management  

• Powershell scripting. 

• Group Policy Object distribution. 

• Administration of Office 365 including Entra, Intune & Autopilot  

• Audio Visual Experience  

Education and Experience: 

• Bachelor’s degree in IT or equivalent work experience 

• 3-5 years’ experience in an IT support role