IT Support Engineer

Job Description

About Energy Exemplar In an era where the world is rapidly advancing towards a cleaner future through decarbonization, stakeholders from across the entire energy value chain are having to navigate the complexities of the energy ecosystem. We seek to enable our customers to do so with confidence . Our mission: Empowering Transformative Energy Decisions. Founded in 1999 in Adelaide, Australia, Energy Exemplar’s PLEXOS ® modeling and simulation software is trusted by innovative organizations across the globe. On one unified platform, stakeholders from across the entire energy value chain are revolutionizing the energy ecosystem and seamlessly planning for the future of energy with unprecedented clarity, speed, and innovation. Our impact is global and is being recogni z ed across the industry : Finalist for the 2024 Reuters Global Energy Transition Awards in the 'Technologies of Change' category Finalist for the 2024 Go:Tech Awards in the 'Most Innovative Use of Technology’ category 2022 USEA/USAID Corporate Volunteer of the Year 2022 Impact Award Winner for our impact on the energy industry and the current energy transition At Energy Exemplar, we believe in empowering our people by offering flexibility in how, when, and where they work. This flexibility has been a cornerstone of our success, fueling significant growth over the years, with the company expanding at an impressive rate of approximately 30% year over year . We understand that the best results come when our team members can balance their professional and personal lives, so we support various working arrangements that help you thrive. We don’t just celebrate the excellence of our product s but champion the quality of our people. They own their outcomes and perform to their best – every day. whether you're working from home, in the office, or on the go. Our flexible work culture fosters innovation, collaboration, and trust, making it easier to stay engaged and connected, no matter where you are. That’s what makes us who we are and a great place to work. Our core values ‘Customer Success ’ , ‘One Global Team ’ , ‘Integrity and Ownership’ and ‘Innovation Excellence’ reflect the way we work and are always a t the forefront of everything we do . About Energy Exemplar Energy Exemplar is the global market leader in optimization-based energy market simulation technology. Our software suite, headlined by PLEXOS and Aurora, is used worldwide for a wide range of applications, from short-term analysis to long-term planning studies. Driven by the frenetic pace of advancements in computing technology and mathematical algorithms, our people continually think of novel approaches and more realistic simulations that enhance decision-making, create market opportunities that benefit us all, and enable utilities and regulatory authorities to become smarter, more energy efficient, and profitable. Energy Exemplar continues to ‘push the envelope’, being first-to-market with the latest advanes in mathematical programming and energy market simulation theory, as it strives to offer the most comprehensive simulation software to its customer base. Development continues to be headquartered in Adelaide, South Australia, led by Glenn Drayton and backed by a team with expertise in software development, operations research, economics, mathematics, statistics, and electrical engineering. Our Vision and Core Values Our Vision at Energy Exemplar is to empower our customers to achieve their optimal futures and we make every effort to accomplish this by living and breathing our Core Values : CUSTOMER SUCCESS Solve the problems that matter Deliver solutions that drive outcomes Customers’ success drives our business success. ONE GLOBAL TEAM A place where everyone can do their best work Passionate about making a positive impact Collaborate, communicate and act as one team INTEGRITY & OWNERSHIP Take ownership and be accountable for outcomes Value spirited debate then align behind decisions Operate at the highest standards INNOVATION EXCELLENCE Frontrunners – relentlessly pursuing innovation and excellence Foster idea generation at all levels Create the future by pushing the boundaries of today About the Position Energy Exemplar is seeking a motivated IT Support Engineer to join our Global IT team at our Pune office. This employee will provide end-user support related to hardware, software, and Cloud (Azure & AWS) applications. This engineer will participate in various IT projects and be able to learn and adapt to an ever-changing technology landscape. This engineer must be highly organized, possess excellent communication and customer service skills, and enjoy working with end-users daily to operate efficiently in a fast-paced environment. Key Stakeholder Relationships: This position works closely and collaboratively with all Energy Exemplar staff, but in particular: Product Engineering, Customer Support, CloudOps, Customer Success, Finance, Sales and Marketing Finance, HR, Information Technology Key Accountabilities and Duties Provide Tier 1 and Tier 2 technical support for desktops, laptops, printers, mobile devices, and conferencing systems. Install, configure, and maintain hardware, software, and peripherals for end-users. Troubleshoot issues related to Windows/Mac operating systems, Office 365, email clients, VPN, Zoom and other corporate tools. Provide extraordinary support to all company employees, both on-site and remote. Administer and support Entra ID (Azure AD), including users, groups, and conditional access. Document, track, and monitor hardware and software problems using an existing ticketing system. Configure, deploy, and support desktops, laptops, servers, printers, and other end-user devices. Assist with the Employee onboarding/off-boarding process from beginning to end. Diligently audit user accounts, licenses and user administration for software and hardware assets. Support and administer SaaS applications such as O365, Zoom, MS Teams, and other tools. Ability to support network devices and troubleshoot networking issues. Take ownership of production-related incidents, including communications, escalations, and follow-up for root cause analysis Managing, monitoring, and reporting on all security processes and policies relating to any on-site secure rooms and devices to ensure compliance. Responding to security alerts related to account management, device management, and threat protection. Create knowledge base articles for employee self-service and internal IT procedures. Candidate Requirements Skills, Knowledge and Experience: Solid experience managing Microsoft products like O365 services, Intune, SharePoint, Teams, and Entra ID. Proficient in Cloud computing technologies and experience working with AWS and Microsoft Azure. Directly involved in the deployment, repair, replacement, disposal, and inventory management of end-user Computing equipment (desktops, laptops, phones, printers) Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds Service Level Objectives. Support of local and remote laptops in a mixed Microsoft and Apple environment. Triage and resolve wireless and remote connectivity, VPN clients, web conferencing, and other issues. Full understanding of typical Mac/PC hardware, servers (Linux, windows), and software installation, configuration, and troubleshooting. Basic knowledge of networking and firewall configurations for Fortinet and troubleshooting. The ability to balance and prioritize multiple projects and remain calm under pressure. Familiarity with desktop applications (Office 365, Teams, AV, VPN, Adobe Acrobat, etc.). Expert understanding of the Microsoft stack of applications- Microsoft O365, Windows Operating Systems (Win 11), Active Directory and Group Policies. Working knowledge of application packaging, operating system imaging, patch management, and deployment with systems similar to Intune MDM and WorkSpace One. IT support knowledge of certification processes such as SOC2 and ISO27001 Experience supporting VoIP and audio/visual systems such as Zoom phone and Zoom meetings. Knowledge of security tools (Qualys, CrowdStrike) and standards (MDM, SSO, MFA). Outstanding communication skills and the ability to collaborate with end users. Exhibit a passion for an employee-service-driven approach. Effectively collaborate and coordinate across geographically distributed teams. Proven resourcefulness, creativity, and troubleshooting skills. Work with vendors and hardware and software providers to acquire IT assets as needed. Must be able to work independently yet adhere to company standards in areas of documentation, planning, and execution. Proven ability to take ownership of job responsibilities with minimal oversight. Flexibility to work various shifts with minimal notice as you are part of a Global team. Experience working in a fast-paced support role. Qualifications: Bachelor’s degree in IT, Computer Science, or equivalent technical college. 2+ years of experience working in a IT Support Engineer role. Experience with Microsoft products, Cloud Platforms (Azure, AWS), and user administration. Self-sufficient, proactive, and ready for a challenge, this position requires a considerable level of independence. You’ll mostly be working on your own while representing our global IT team. Minimum 2+ years of experience in Cloud Technologies, including Azure and AWS. Preferred certifications: CompTIA A+, Microsoft Certified Solutions Expert (MCSE) MCSA, Microsoft 365 Security Administration, AWS Certified SysOps Administrator, Azure Administrator. An eagerness to learn about new technologies. Energy Exemplar is an equal opportunities employer and we value your unique identity and perspective . We are fully committed to providing and fostering a workplace that reflects the diversity of society. Bring your authentic self and help us build an inclusive world together! To support you in being the best version of yourself during the application and interview process, please let us know if you have any specific requirements.