MindEase AI

About the Role We’re building an AI automation tool for IT support. We’re looking for an IT Support Consultant (India-based) with hands-on experience working in BPOs/outsourcing firms that provide remote IT helpdesk and NOC services for US clients. You will act as a subject-matter expert to validate workflows, share real-world pain points, and help shape our product to better serve IT support teams globally. What You’ll Do Review and refine ticket workflows: intake → triage → remediation → time entry/comms → closure/escalation. Validate common support issues faced in outsourced IT projects (M365/Intune issues, endpoint health via RMM, patching, VPN/printer troubleshooting, backup/EDR alerts). Provide input on PSA/RMM integration usability (ConnectWise, Autotask, HaloPSA; NinjaOne, Datto RMM, Kaseya; Intune/M365 Admin Center). Help define guardrails and success metrics: First Contact Resolution (FCR), Mean Time to Resolution (MTTR), deflection %, SLA compliance, escalation safety, audit trails. Time Commitment Its a part-time role, can be done along side your full-time role (flexible, fully remote, async-friendly).