About the role
We're looking for a hands-on Tech Support Executive who can own the day-to-day technology experience of our employees(in INDIA) and our US-team.
This is a broad role: one day you're fixing a laptop that won't boot, the next you're negotiating a bulk hardware quote, rolling out an MDM policy, or
bringing a new office floor online.
You'll be the person people come to when something breaks, and the person who makes sure fewer things break in the first place. Strong spoken and
written English is essential, since you'll interact directly with US teams.
Key responsibilities
Endpoint support and troubleshooting
Provide L1/L2 support for Windows and macOS laptops — hardware faults, OS issues, performance, drivers, peripherals, VPN and connectivity
problems.
Handle imaging, provisioning, encryption (BitLocker / FileVault), and secure wipe of devices.
Run employee onboarding and offboarding: device allocation, account creation, access provisioning, and full recovery of assets on exit.
Maintain accurate ticket records, response and resolution notes, and internal knowledge base articles.
Identity and device management
Administer Microsoft Entra ID (formerly Azure AD): users, groups, roles, MFA, conditional access, SSO app registrations, and device
join/registration.
Manage MDM enrolment and policy (Intune, Jamf, Kandji or equivalent) — compliance policies, app deployment, configuration profiles, remote
lock and wipe.
Integrate MDM with identity and endpoint security tooling so device posture is enforced consistently.
Support hybrid identity scenarios, directory sync, and group-based license assignment.
Remote monitoring and management (RMM)
Use RMM tooling (NinjaOne, Atera, Datto, ConnectWise or similar) to monitor, diagnose, patch, and remediate remote client and employee
devices.
Set up alerting thresholds, automated scripts, and patch schedules; act on alerts before users notice a problem.
Perform remote diagnostics and screen-share sessions for distributed users, including US-based client devices.
Procurement and vendor management
Source laptops, peripherals, networking gear, and software through multiple vendors.
Run competitive quote comparisons and maintain parallel vendor agreements to consistently secure the best pricing, warranty terms, and
delivery timelines.
Track budgets, purchase orders, invoices, AMC/warranty renewals, and vendor SLAs.
Maintain a complete IT asset register covering lifecycle, assignment, refresh cycles, and disposal.
Office network and infrastructure
Own the office internet and LAN/WLAN: ISP relationships, primary and failover links, uptime, and escalations.
Configure and maintain switches, access points, firewalls, VLANs, SSIDs, and guest networks — UniFi experience strongly preferred.
Monitor network health, run capacity and coverage planning, and coordinate structured cabling for new floors or office moves.
Support conference room AV, printers, and other shared office technology.
Email, collaboration, and licensing
Administer Google Workspace: users, groups, aliases, shared drives, delegation, mail routing, and security settings.
Manage Microsoft 365 licensing — assignment, reclamation, renewals, cost optimisation, and tenant-level configuration.
Configure and troubleshoot Google Workspace Sync for Microsoft Outlook (GWSMO) and Outlook profile issues for users on hybrid
Google/Microsoft setups.
Manage mail deliverability and DNS records (SPF, DKIM, DMARC, MX), spam filtering, and quarantine reviews.
Client-facing support
Serve as a support point of contact for US-based clients, handling requests professionally over email, chat, and calls.
Communicate technical issues clearly to non-technical audiences, set expectations, and follow through to resolution.
Meet agreed response and resolution SLAs, and escalate appropriately when needed.
Required skills and experience
[2–5] years in IT support, desktop support, or IT operations.
Strong Windows and macOS troubleshooting skills.
Hands-on experience with Entra ID / Azure AD administration.
Working knowledge of MDM platforms and device compliance concepts.
Practical experience with an RMM tool for remote diagnostics and patching.
Solid networking fundamentals: TCP/IP, DNS, DHCP, VLANs, Wi-Fi troubleshooting, VPN.
Google Workspace and Microsoft 365 administration experience.
Excellent spoken and written English — comfortable on live calls with US stakeholders.
Organised, documentation-oriented, and able to prioritise across support and project work.
Preferred
UniFi / Ubiquiti network deployment and administration.
Experience running vendor negotiations and IT procurement.
Scripting for automation (PowerShell, Bash, or Python).
Familiarity with ITSM and ticketing tools (Freshservice, Jira Service Management, Zendesk).
Exposure to security tooling — EDR, DLP, password managers, SSO platforms.
Certifications such as CompTIA A+/Network+, Microsoft MD-102 or AZ-104, Google Workspace Administrator, or UniFi UBWA/UEWA.
Success in this role looks like
Tickets resolved within SLA, with a high first-contact resolution rate.
Office network and internet uptime consistently above target.
Fleet fully enrolled in MDM and compliant with patch and encryption policies.
Measurable savings on hardware and software spend through competitive sourcing.
Positive feedback from US client stakeholders on responsiveness and clarity.
An asset register and documentation set that stays accurate without chasing.
"Geniemode is an equal opportunity employer committed to an inclusive workplace. We welcome applications from all qualified candidates and encourage women to apply. "
Job Type: Full-time
Pay: ₹40,000.00 - ₹80,000.00 per month
Benefits:
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
