Senior IT Support Engineer

Role Overview

1. Practical experience in IT service operations

2. Endpoint/Device Management

3. SaaS / Cloud Tool Operations

4. Design and improvement of operational processes

5. Fundamentals of Infrastructure and Security

6. Communication and Self-Reliance

Management

Automation and Technical Skills

• Experience with automation tools and scripting (Python, Shell, PowerShell, etc.)
• Experience with API integration tools (Mercari uses Workato)
• Infrastructure and Security (Advanced)
• Experience with physical security infrastructure, such as access control systems and surveillance cameras
• Experience in network design and deployment
• Operational experience in a macOS environment (*Mac is the primary device at Mercari)

Organizational Skills

• Experience providing IT support in multi-site and remote environments
• Experience in vendor management (procurement and contract management)

Education and Certifications

Primary Responsibilities

• Management of the IT Service Desk : Overseeing first-line support provided by contract employees and making decisions regarding escalations (the role involves providing guidance and instructions rather than handling first-line support directly)
• Onboarding/Offboarding : Setting up devices for new employees, preparing accounts, and managing the process of retrieving and deactivating devices upon resignation
• IT Asset Management : Device procurement planning, inventory management, and lifecycle management
• Access Management : Account management for IAM, groupware, and other systems; granting and auditing permissions (in collaboration with Japan IT)
• Communication Structures : Establishing and operating an inquiry workflow from India employees → India IT → Japan IT
• Knowledge Management : Documenting India-specific IT operational procedures and FAQs
• Operational Improvement : Identifying issues in existing processes, proposing improvements, and promoting phased automation
• Receipt of Knowledge Transfer (KT) from Japan IT and Adoption within India : Systematically receive operational knowledge, tool configurations, and processes from Japan IT, and deploy and embed them within the India team

Benefits

• Employment Status : Full-time
• Work style: We believe in high performance and professionalism. We work from office for 4-5 days/week To build a strong & highly-engaged organization in India, we highly encourage everyone to work from our Bangalore office, especially during the initial office setup phase We will continue to review and update the policy to address future organizational needs) Office Location : Bangalore