IT Engineer at Cloudbees · Remote only · 4 - 10 years · ₹8L - ₹15L / yr · Raised funding · Remote only · Posted 5 Apr 2022
PythonCloudBees provides the leading software delivery platform for enterprises, enabling them to continuously innovate, compete, and win in a world powered by the digital experience. Designed for the world's largest organizations with the most complex requirements, CloudBees enables software development organizations to deliver scalable, compliant, governed, and secure software from the code a developer writes to the people who use it. The platform connects with other best-of-breed tools, improves the developer experience, and enables organizations to bring digital innovation to life continuously, adapt quickly, and unlock business outcomes that create market leaders and disruptors.
CloudBees was founded in 2010 and is backed by Goldman Sachs, Morgan Stanley, Bridgepoint Credit, HSBC, Golub Capital, Delta-v Capital, Matrix Partners, and Lightspeed Venture Partners. Visit http://www.cloudbees.com/">www.cloudbees.com and follow us on https://twitter.com/CloudBees?s=20">Twitter, http://www.linkedin.com/company/cloudbees">LinkedIn, and https://www.facebook.com/CloudBees">Facebook.
RESPONSIBILITIES:
- Monitor and triage IT Helpdesk requests through the Ticketing system and escalation Slack Channel and Emails
- Provide technical support and consultation services to end-users with issue identification, reproduction, and resolution via ticketing system, phones, and/or chat.
- Prepare and ship computers to all users based on company standard policy
- Responsible for general IT operations and user support
- Collaborate with Engineering Operations, and security teams to coordinate on IT policies to make effective business decisions
- Design, plan and implement systems automation as required for better efficiency to support team projects
- Accurately record transactions and processes using a designated tracking software
- Fully document technical specifications solutions of supported applications, workflow processes, and training material to a non-technical audience
- Develop, deploy and maintain system monitoring to enhance and scale the quality of IT support
- Develop, deploy and maintain the automation and user life cycle workflow
- Provides implementation and post-implementation triage and support of business software solutions by programming and/or configuring enhancements to new or packaged-based systems and applications.
- Leads systems' incident support and troubleshooting for complex and non-complex issues.
- Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers;
- Provides insight into recommendations for technical solutions that meet design and functional needs.
- Completes work assignments and supports business-specific projects by applying expertise in the subject area;
- Ensures new and existing software solutions are developed with insight into industry best practices, strategies, and architectures.
- Develops and executes unit testing to identify application errors and ensure software solutions meet functional specifications.
- Develops, configures, or modifies basic to moderately complex integrated business application solutions by designing and coding component-based applications using programming languages.
REQUIREMENTS:
- Strong customer service skills including verbal and written communications; customer-focused with the ability to effectively communicate with management, co-workers, and customers.
- Experience administering SaaS applications like Google workspace, Atlassian, Okta, Slack
- Hands-on experience working and supporting Mac and Windows OS
- Experience and knowledge of scripting languages to develop automation workflows and integrations for repetitive manual tasks
- Superior time management skills including a sense of urgency and proactive approach.
- Capable to manage multiple tasks/ projects simultaneously
- Excellent analytical and problem-solving skills.
- Demonstrated ability to work independently and in a team environment.
- Self-motivated to research resolutions to technical issues independently and learn new technologies with limited guidance
- Familiar with SSO/SAML, SCIM, 2FA, and Oauth flows
- Experience with API integrations
- Flexibility to work during the holidays and an on-call rotation
PROFESSIONAL BACKGROUND / SKILLS:
- Bachelor's degree in Computer Science or related degree or related experience required.
- CompTIA A+ certification a plus
- 6+ years of relevant technical experience in a Help Desk, System Admin, or Desktop Support role
- Strong Knowledge of Google Suite, Atlassian, and Okta administration
- Strong Knowledge of scripting languages (Python, Google Script, etc)
- Strong computer aptitude and understanding of IT concepts, operating systems, business applications, and network systems.
- Experience in software development and knowledge of scripting languages.
- Strong ability to evaluate the impact of new needs, as well as associated applications, systems, and processes
- Strong ability to work both individually and in a team environment
At CloudBees, we truly believe that the more diverse we are, the better we serve our customers. A global community like Jenkins demands a global focus from CloudBees. Organizations with greater diversity—gender, racial, ethnic, and global—are stronger partners to their customers. Whether by creating more innovative products, or better understanding our worldwide customers, or establishing a stronger cross-section of cultural leadership skills, diversity strengthens all aspects of the CloudBees organization.
In the technology industry, diversity creates a competitive advantage. CloudBees customers demand technologies from us that solve their software development, and therefore their business problems, so that they can better serve their own customers. CloudBees attributes much of its success to its worldwide work force and commitment to global diversity, which opens our proprietary software to innovative ideas from anywhere. Along the way, we have witnessed firsthand how employees, partners, and customers with diverse perspectives and experiences contribute to creative problem solving and better solutions for our customers and their businesses.
Shubham Vishwakarma
Full Stack Developer - Averlon
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Location : Mumbai
Big Picture (The Opportunity) :
Are you looking for an opportunity to advance your Career? & If you are able to maintain a positive attitude even when everything goes wrong, if you are detail oriented and self motivated with a passion to learn and improve your skills and knowledge, we have a perfect job for you !
What do we want from you ? (Our Expectations) :
- Zero to 2 years experience in Linux Operating System.
- Flexible working hours - able to support occasional nights, weekends, and call-ins, able to quickly adapt to a constantly changing faced paced environment. Open to travel to sites.
- An ideal person who is excited and motivated about running and supporting a production - grade critical infrastructure and looks for opportunities to improve processes with automation.
What are you required to do ? (Your Responsibilities) :
- Proactively maintain and develop all linux infrastructure technology to maintain a 24*7*365 uptime service.
- Engineering of systems administration-related various solutions for our various SAAS products and projects as well as operational needs.
- Proactively monitoring system performance and capacity planning.
- Providing technical support to customers for Applications, Operating systems, and networking.
- Will also be the first point of contact for our clients, where installations are placed on a permanent basis, for basic troubleshooting and problem solving.
- Fault finding, analysis and logging information for reporting of performance exceptions.
- Maintain best practices on managing systems and services across all environments.
Skills & Qualification Required (Add Value) :
- Graduate - Preferred to have Bachelor‘s Degree in Engineering, Computer Science or related field.
- He / She should be familiar with the installation and configuration of Linux operating systems and setup and operation of TCP/IP networking on Linux systems also familiar with Internet concepts including SMTP, IMAP, POP, HTTP, DNS, LDAP and related protocols.
- You should possess excellent communication skills .
- Knowledge of Email concepts, Helpdesk Concept , VoIP Concept , Cloud computing will be an added advantage.
Role
This position provides technical support to end users across a variety of IT-related issues. The role involves identifying, researching, troubleshooting, and resolving technical problems related to computer systems, software, and hardware.
The position responds to support requests received via telephone, email, and other channels, while documenting, tracking, and monitoring issues to ensure timely resolution and adherence to Service Level Agreements (SLAs).
Essential Duties and Responsibilities
- Provide technical assistance and support for incoming queries, calls, and issues related to computer systems, software, and hardware.
- Identify, diagnose, and troubleshoot technical issues and problems.
- Categorize, record, and manage reported queries and provide appropriate solutions.
- Assist users with problem identification and resolution.
- Advise users on the appropriate course of action for reported issues.
- Monitor incidents and service requests from initial reporting through final resolution.
- Escalate unresolved or complex problems to the appropriate level of support when required.
- Provide basic online security guidance and technical support to end users.
- Manage one or more customer service/support functions as assigned.
- Act as a primary point of contact for service users and customers reporting issues or requesting information, access, or other IT services.
- Receive and handle service requests in accordance with established procedures.
- Promptly assign and route support calls and tickets to the appropriate teams.
- Log incidents and service requests and maintain accurate and relevant records.
- Maintain detailed technical documentation within Help Desk tickets, including troubleshooting steps, actions taken, and resolutions.
- Identify and classify incident types and service interruptions.
- Record incidents and categorize them based on symptoms, root causes, and resolutions.
- Support day-to-day operational requirements during changes while minimizing service disruptions.
- Ensure support activities remain aligned with applicable SLAs, IT service management processes, and information security requirements.
- Maintain a typing speed of at least 45 WPM.
- Perform basic hardware and software troubleshooting.
- Demonstrate a good understanding of current operating system functionality.
- Possess a basic understanding of computer hardware.
- Demonstrate proficiency with Microsoft products and applications.
Skills & Qualifications
Technical Skills
- Good understanding of IT Service Desk and technical support processes.
- Knowledge of ITIL processes and best practices.
- Hands-on experience with ServiceNow or similar IT service management/ticketing tools.
- Working knowledge of Active Directory.
- Experience with Microsoft Office 365.
- Knowledge of account provisioning and account creation.
- Basic understanding of computer hardware and peripherals.
- Basic knowledge of Microsoft Teams and Outlook.
- Good understanding of Windows operating systems and common desktop applications.
Professional Skills
- Excellent verbal and written communication skills.
- Strong customer service and customer-handling skills.
- Ability to diagnose problems and provide effective solutions.
- Strong troubleshooting and problem-solving skills.
- Ability to prioritize and manage multiple incidents and service requests.
- Ability to follow established IT Service Desk procedures and guidelines.
- Ability to work effectively in a team-oriented environment.
- Strong attention to detail and accurate documentation skills.
Experience
- 1–3 years of experience in an IT Service Desk, Help Desk, Technical Support, or similar role.
Educational Qualifications
- B.Tech / B.E. in Computer Science, Information Technology, or a related field; or
- Bachelor of Computer Applications (BCA); or
- B.Sc. in Computer Science / Information Technology or a related field.
Additional Requirements
- Adherence to company IT Service Desk (ITSD) policies, procedures, and guidelines.
- Commitment to maintaining information security and confidentiality.
- Ability to meet defined service levels and provide timely support to end users.
About the Role
We are looking for a customer-focused and technically proficient IT Support Engineer (L1) with 1-2 years of
experience to join our IT Support team. The ideal candidate should have hands-on experience in desktop
support, hardware and software troubleshooting, Microsoft 365 administration, Windows operating
systems, and basic networking.
The candidate will be responsible for providing first-level technical support, resolving user issues, managing
support tickets, configuring end-user devices, and ensuring timely resolution of incidents while delivering
excellent customer service.
Key Responsibilities
End-User Support
• Diagnose and resolve hardware, software, operating system, and application-related issues.
• Install, configure, and troubleshoot desktops, laptops, printers, scanners, and peripheral devices.
• Assist users with Microsoft Office applications and Windows operating systems.
• Perform system health checks and preventive maintenance.
Microsoft 365 Administration
• Create, modify, and manage Microsoft 365 user accounts and licenses.
• Support Microsoft 365 services including:
o Exchange Online
o Microsoft Teams
o OneDrive for Business
o SharePoint Online (Basic)
• Perform password resets and mailbox troubleshooting.
• Manage shared mailboxes, distribution groups, and Microsoft 365 groups.
• Support Microsoft Outlook configuration and synchronization issues.
Windows Administration
• Install, configure, and troubleshoot Windows 10 and Windows 11.
• Join devices to Active Directory or Microsoft Entra ID.
• Configure user profiles and local security settings.
• Perform operating system updates and driver installations.
• Troubleshoot boot, performance, and application issues.
Helpdesk & Ticket Management
• Log, prioritize, and resolve incidents using ITSM/Ticketing tools.
• Ensure incidents are resolved within defined SLA timelines.
• Escalate unresolved issues to senior engineers when required.
• Maintain accurate troubleshooting notes and resolution details.
• Create and update knowledge base articles.
Hardware & Software Support
• Install and configure desktop and laptop hardware.
• Diagnose hardware failures and coordinate warranty replacements.
• Install and update software applications.
• Perform hardware upgrades such as RAM, SSD, and peripheral replacements.
• Support antivirus installation and endpoint protection.
Basic Networking Support
• Troubleshoot LAN, Wi-Fi, and internet connectivity issues.
• Verify IP configuration, DNS, DHCP, and default gateway settings.
• Configure basic TCP/IP settings.
• Assist with printer and network drive connectivity.
• Escalate advanced network issues to the Network Team.
User Administration
• Create and manage Active Directory user accounts.
• Reset passwords and unlock user accounts.
• Manage user permissions and group memberships.
• Assist with onboarding and offboarding activities.
A Desktop Support Engineer is responsible for providing technical support and assistance to end-users in an organization. This role involves troubleshooting hardware and software issues, ensuring that desktop systems are functioning efficiently, and maintaining a high level of customer satisfaction.
Key Responsibilities:
- Respond to user inquiries and provide technical support via phone, email, or in-person.
- Diagnose and resolve hardware and software problems, including operating systems, applications, and network connectivity issues.
- Install, configure, and upgrade desktop hardware and software, ensuring compliance with company standards.
- Maintain inventory of desktop equipment and software licenses, ensuring proper documentation and tracking.
- Collaborate with IT teams to implement new technologies and improve existing systems.
- Provide training and support to users on new software applications and tools.
- Assist in the setup and deployment of new workstations and peripherals.
- Monitor and maintain system performance, applying updates and patches as necessary.
- Document technical procedures and solutions for future reference.
Qualifications:
- Bachelor’s degree in computer science, information technology, or a related field, or equivalent experience.
- Proven experience in a desktop support role or similar technical support position.
- Strong knowledge of Windows and macOS operating systems, as well as common software applications.
- Familiarity with networking concepts and troubleshooting techniques.
- Excellent problem-solving skills and the ability to work under pressure.
- Strong communication skills, both verbal and written, with a customer-focused attitude.
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.
This role is essential for maintaining the productivity of employees by ensuring that their desktop environments are operational and efficient. A successful Desktop Support Engineer will be proactive, detail-oriented, and able to work independently as well as part of a team.
Role Description
Key Responsibilities:
- Troubleshoot Windows OS and Office 365 issues (Outlook, Teams, OneDrive)
- Handle password resets, account access, and user management (Active Directory)
- Install/configure laptops, desktops, printers, and software
- Perform basic network troubleshooting (Wi-Fi, VPN, DNS)
- Log and track issues in ServiceNow/Jira and meet SLA timelines
- Escalate complex issues to L2 teams
- Support user onboarding/offboarding and system setup
- Maintain basic documentation and SOPs
Required Skills:
- Strong 2-3 years of experience in IT Support / Helpdesk / Desktop Support
- Good knowledge of Windows OS (10/11) and Microsoft Office 365
- Basic exposure to AWS is mandatory.
- Basic knowledge of Active Directory, networking, and security concepts
- Exposure to Linux/Unix environments (basic level)
- Familiarity with ticketing tools (ServiceNow, Jira, etc.)
- Basic understanding of programming/scripting (Java, Python, etc.) is a plus
- Experience in fast-paced or SaaS environments is an advantage
- Strong communication skills (English) and problem-solving ability
- Troubleshooting & Issue Resolution – Diagnose and resolve hardware, software, and network issues through remote and on-site support.
- User Support & Training – Assist employees and clients with technical queries, software installations, and system configurations.
- System Maintenance & Updates – Ensure regular system updates, patches, and security fixes to maintain system integrity.
- Network & Connectivity Support – Address internet connectivity issues, VPN configurations, and firewall troubleshooting.
- Ticket Management & Documentation – Log, track, and resolve issues through a helpdesk system, ensuring timely resolution.
- Hardware & Peripheral Support – Install, configure, and maintain printers, scanners, and other IT peripherals.
- Security & Data Protection – Ensure adherence to IT security policies, managing access controls and data backup solutions.
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Full Stack Developer - Averlon