It System Engineer

Role & responsibilities

Department:

Role Overview

Keep Chargebee employees productive by resolving daytoday endpoint issues on macOS and Windows, performing light Jamf checks to unblock users while escalating configuration issues to the IT Infrastructure team, managing the asset lifecycle endtoend, and ensuring meeting rooms and office WiFi in Chennai operate reliably. Own SLA attainment, maintain clean tickets, and contribute improvements to team documentation and process.

Key Responsibilities

1. End-User Device Support

• Collaborate with the IT Support team to troubleshoot laptops, peripherals, and approved applications.
  
• Resolve or escalate incidents within agreed SLAs.
  
• Maintain high first-contact resolution and thorough ticket documentation.

  2. macOS and Windows Troubleshooting

• Perform advanced troubleshooting for macOS 95% and Windows 5% devices.
  
• Resolve connectivity issues Wi-Fi, DNS, proxy, captive portals).
  
• Troubleshoot browser, audio/video, and screen-sharing issues on Google Meet,
  Zoom, and Slack.
• Guide users with OS updates, app installations, and resolving performance/stability
  issues.

• Provide support for peripherals including displays, docks, adapters, Bluetooth accessories, and printers.
  
• Perform basic Jamf triage (enrollment, MDM profile, last check-in) and escalate configuration issues to the Jamf team.
  
• Identify and escalate endpoint agent issues (e.g., EDR not checking in).
  
• Prioritize minimal downtime for end users.
  
• Guide users through company-approved Self Service flows when applicable.
  
• Create runbooks and contribute FAQ entries for recurring issues.

  3. Escalations to Infrastructure

• Collaborate with the IT Infrastructure team on configuration-level issues (e.g., profiles, policies, certificates, PreStage/DEP problems, patch payloads).

4. Facility IT Support

• Support IT infrastructure in the Chennai office, including meeting rooms, TVs, and network.
  
• Troubleshoot Logitech and other meeting room equipment; escalate to vendors when required.
  
• Monitor Wi-Fi usage, resolve connectivity issues, and address network abuse.
  
• Coordinate with vendors and building management during outages to restore services quickly.

  5. Asset Lifecycle Management

• Ensure sufficient stock of laptops and accessories for new joiners and replacements.
  
• Track asset movements and maintain accurate inventory records.
  
• Dispatch and collect assets within SLA (new joiners, replacements, exit returns,
  repairs).
• Collaborate with Admin & Facilities on logistics.
  
• Support procurement cycles with vendors for laptops, monitors, and facility IT
  assets.
• Assist senior team members in IT Asset Disposal ITAD processes.

  6. Learning and Process Improvement

• Stay updated with macOS, Windows, Jamf, and JumpCloud enhancements.
  
• Share weekly insights on recurring issues to improve IT processes.
  
• Suggest automation opportunities to reduce repeat tickets.
  

7. Communication and Collaboration

• Work closely with IT Support, IT Compliance, and Facilities teams.
  
• Collaborate and help to resolve IT Compliance alerts.
  
• Serve as a reliable first point of contact for employees, with clear and empathetic
  communication.
• Escalate complex cases and follow through until resolution.

  Required Skills & Experience

  Mindset

• AI-first approach to troubleshooting.
  
• Detail-oriented, collaborative, and process-driven mindset.

  Experience

• Minimum 2 years of experience in macOS and Windows troubleshooting, leveraging inbuilt logs and tools.
  
• Experience using MDM solutions like Jamf for userlevel troubleshooting and escalation of configuration issues.
  
• Minimum 1 year of asset lifecycle management experience.
  
• Prior experience supporting office IT (video conferencing, networking/ Wi-Fi).
  
• Familiarity with ITIL/CMDB practices using tools like Freshservice.

  Technical Skills

• macOS Activity Monitor, Console (logs), Disk Utility, Wireless Diagnostics, Keychain Access, Profiles & Privacy TCC, and basic terminal usage
  
• Windows: Event Viewer, Device Manager, SFC/DISM basics, driver checks, and network resets.
  
• Communication: Clear end-user interactions and crisp escalation notes.