IT Support Engineer

Key Responsibilities

• Pick up tickets from the IT Service Desk queue in JIRA Service Management, resolve them end-to-end using documented runbooks, and apply the appropriateness-check discipline that governs access grants.
• Add and remove users from Okta groups, Active Directory security groups, and Microsoft 365 security groups to grant application access across roughly 270 Okta-managed applications, including Claude Code / Apps Gateway, Microsoft Copilot, Adobe Creative Cloud, and business tooling.
• Manage distribution lists, mail aliases, shared mailboxes, and robotic mailboxes in Microsoft 365 admin center and Active Directory.
• Process contractor account creations, 90-day extensions, and offboarding in Active Directory and Okta.
• Perform BitLocker recovery-key retrieval, Quest KACE and Automox agent re-enrollment, and CrowdStrike Falcon user-facing endpoint recovery.
• Reset MFA factors, unlock accounts, and support user password resets across Okta and Active Directory, including scripted bulk operations on Panel Activation accounts.
• Support the Pune office with hardware setup, Windows and macOS laptop imaging, dual-monitor configuration, and new-hire onboarding.
• Document owned workflows as reusable runbooks in Confluence and keep them current.
• Escalate judgment calls (tight-license applications, admin-level access requests, policy exceptions) to the Pune Team Lead or US senior engineers.
• Participate in the follow-the-sun support model with a defined overlap window each week for US and EMEA collaboration.
• Communicate incident status, change notifications, and ticket updates in clear written English to stakeholders.
• Contribute to continuous improvement of the IT service catalog and the quality of request-type templates in the JIRA Service Management portal.

Requirements & Tech Stack

• Okta
• JIRA Service Management
• Microsoft 365
• Entra ID / Active Directory
• Jamf Pro
• Quest KACE
• Automox
• Intune
• CrowdStrike Falcon
• BitLocker
• Confluence
• PowerShell (preferred)
• Bash (preferred)
• Python (preferred)
• Slack (familiarity with preferred)
• Zoom (familiarity with preferred)
• Adobe Creative Cloud (familiarity with administration preferred)

Qualifications

• Bachelor's Degree in Computer Science, Information Systems, or a related technical field.
• Zero to five years of experience in IT Service Desk, IT Support, Desktop Support, or a related operations role.
• Hands-on exposure to at least one of: Okta, Microsoft 365 admin center, Active Directory, Microsoft Entra ID.
• Working familiarity with JIRA Service Management is a plus.
• Comfortable with ticket-driven work, SLA discipline, and queue-based prioritization.
• Clear written and spoken English, sufficient for daily interaction with US and EMEA engineers, managers, and end users.
• Attention to detail and the ability to follow, refine, and author operational procedures.
• Analytical mindset.
• Ownership attitude and willingness to pick up unfamiliar workflows with a runbook and coaching.
• Based in Pune or willing to relocate.
• Ability to work a schedule that provides at least two hours of overlap with US Eastern time each week for cross-region collaboration and handoff.

Preferred Qualifications

• Exposure to Jamf Pro, Quest KACE, Automox, or Microsoft Intune.
• Working knowledge of CrowdStrike Falcon or any enterprise EDR console.
• Scripting familiarity in PowerShell, Bash, or Python.
• Okta Certified Professional, Microsoft Identity and Access Administrator SC-300, or Microsoft 365 Fundamentals MS-900 certification.
• ITIL Foundation certification.
• Prior experience in a follow-the-sun IT support operating model.
• Familiarity with Slack, Zoom, and Adobe Creative Cloud administration.
• Experience with Confluence page authoring and knowledge-base contribution.
• Prior experience supporting ISO 27001, SOC 2, or MRC audit evidence collection cycles.

Working Hours

• This role supports Comscore offices in the United States and Europe during their local business hours, Monday through Friday.
• There is no weekend coverage.
• Assigned to one of three fixed shift windows.
• Requires at least two hours of overlap with US Eastern time each week.