L1 Support Engineer- Onboarding & Off-boarding

Role Overview: As an L1 Support Engineer specializing in onboarding and offboarding activities, your main responsibility will be to manage user lifecycle tasks within customer environments. This role requires a detail-oriented and proactive approach to ensure secure and efficient user management. You will be expected to work in a 24x7 rotational shift environment, including weekends and holidays, based on business requirements. Key Responsibilities: - Execute onboarding and offboarding procedures for users across customer environments. - Create, modify, and deactivate user accounts in Google Workspace. - Manage user and channel access in Slack, including permissions and integrations. - Handle user provisioning tasks in Jira and other ITSM ticketing tools. - Assign and remove user licenses across multiple SaaS applications. - Follow SOPs to ensure consistency, security, and compliance across user lifecycle tasks. - Collaborate with internal teams, partners, and escalate issues to L2 or OEMs when required. - Maintain accurate records of account status and license allocations. - Support MDM-related tasks such as device enrollment, remote wipe, and basic compliance checks. - Monitor ticket queues and complete tasks within defined SLAs. - Participate in documentation of recurring tasks and suggest process improvements. Qualifications Required: - 6 months to 2 years of experience in IT support, onboarding/offboarding, or helpdesk roles. - Basic understanding of Google Workspace including Gmail, Drive, Calendar, and Admin Console. - Working knowledge of Slack user and workspace administration. - Familiarity with Jira or equivalent ticketing systems. - Basic knowledge of license management across common SaaS platforms. - Strong attention to detail and ability to follow procedures precisely. - Willingness to work in 24x7 rotational shifts, including nights, weekends, and holidays. - Good written and verbal communication skills. - Strong time management and task ownership abilities. Additional Details: Exposure to MDM tools such as Jamf, Intune, Kandji, or Hexnode is preferred. Basic knowledge of SaaS platforms like Zoom, Dropbox, Office 365, etc. and any certification in IT fundamentals or Google Workspace Admin would be advantageous. Experience working in customer-facing IT service environments would be beneficial for this role.,