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Senior IT Service Analyst



Bengaluru, Karnataka, India
Posted on Saturday, July 15, 2023
Join our team at ASAPP, where we're developing transformative Vertical AI designed to improve customer experience. Recognized by Forbes AI 50, ASAPP designs generative AI solutions that transform the customer engagement practices of Fortune 500 companies. With our automation and simplified work processes, we empower people to reach their full potential and create exceptional experiences for everyone involved. Work with our team of talented researchers, engineers, scientists, and specialists to help solve some of the biggest and most complex problems the world is facing.
The Information Technology Services Team is seeking a full-time Senior ITS Analyst to help support our Bangalore region. You will work alongside fellow ITS Analysts in Buenos Aires, Montevideo, Mountain View - California, and New York. You should have a strong background in end-user/desktop support and be genuinely passionate about helping people, solving complex problems, performing technical tasks independently and learning about the latest IT technologies. You will be very familiar with the end-user life cycle, day-to-day troubleshooting, remote support, workflow automation, and timely management and completion of service desk tickets.

What you'll do

  • Perform onsite or remote troubleshooting through diagnostic techniques and pertinent questions
  • Integrate SaaS applications using automation, workflow, scripts and APIs to efficiently share data between applications and systems
  • Provide input into our Jamf, Mac, and endpoint management roadmap
  • Manage endpoints via Jamf and Intunes
  • Coordinate and participate in cross-functional teams and projects to implement change and maximize benefits from applications and platforms
  • Track assessment findings and document any remediation efforts required; managing the lifecycle of the remediation
  • Provide technical support to our staff as the first point of contact operating within given SLAs
  • Follow up with customers to update their status and information, and provide guidance in the problem-solving process
  • Create technical documentation and how-to articles
  • Contribute to multiple projects and/or own a project within the Information Technology Services team
  • Provide on-call support

What you'll need

  • 4+ years of end-user support & systems administration
  • Deep knowledge of MacOS and/or Linux
  • Experience working with Jamf
  • Self-learner attitude, ability to work independently, and outstanding problem-solving skills
  • Proven track record of cross-functional collaboration, especially implementing automation to reduce repetitive tasks, while balancing organizational security needs with efficiency
  • Excellent written and verbal communication skills
  • Good understanding of computer systems, mobile devices, and other tech products
  • IT assets management experience
  • Experience in at least 4 of the following areas: Networking; Collaboration tools (Google Suite, Office 365); Cloud services (Amazon Web Services, Google Cloud Platform, Azure, other); Directory services (LDAP, Active Directory); Identity management (Okta, Active Directory); SaaS platforms; Multi factor authentication (DUO, Google Authenticator); OS Troubleshooting (macOS, Linux and Windows)

What we'd like to see

  • Experience with Okta & Okta workflows
  • Experience leveraging APIs between applications to build automation workflows
  • Jamf certifications (Level 200+)
  • Supporting corporate infrastructure
  • User lifecycle management
  • Technical onboarding and offboarding of employees


  • Competitive compensation
  • Stock options
  • ICICI Lombard General Insurance LTD
  • Onsite lunch & dinner stipend
  • Connectivity (mobile phone & internet) stipend
  • Wellness perks
  • Mac equipment
  • Learning & development stipend
  • Parental leave, including 6 weeks of paternity leave
ASAPP is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status. If you have a disability and need assistance with our employment application process, please email us at careers@asapp.com to obtain assistance. #LI-VR1 #LI-Hybrid