IT Support Engineer

Ridecell Inc. is the leading fleet automation and mobility platform provider for digital fleet transformation. Ridecell brings the only platform and solutions built specifically to automate the management and monetization of fleets. The Ridecell platform converts siloed data streams into real-time insights, takes advantage of keyless vehicle access and digital immobilizer control, and turns today’s manual fleet processes into automated workflows.

Ridecell powers some of the most successful fleets in cities across Europe and North America. These include services by Gig Car Share from AAA, and KINTO mobility services by Toyota Sweden. Ridecell teams are operating globally out of offices in San Francisco, Paris, Berlin, and Pune India.

We are seeking a proactive and versatile IT Support Engineer to provide comprehensive technical support primarily to our teams in India and Europe, with backup support for the US region during emergencies. This role requires a readiness for rotating shifts and visits to our Pune office for at least 2-3 days per week.

Job Location will be Pune (Hybrid)

Key Accountabilities:

1. Provide end-to-end technical support and troubleshooting for employees located in India and Europe, ensuring timely resolution of IT issues.
2. Act as a backup support resource for the US region during emergencies or team absences.
3. Manage and maintain Windows, Linux, Apple devices, including setup, configuration, and troubleshooting using device management ( Meraki System Manager, Jamf Pro) tools.
4. Oversee assets management, including procurement, deployment, tracking, and retirement of IT assets.
5. Handle IT procurement activities, liaising with vendors and ensuring timely delivery of hardware and software.
6. Manage and optimize various SaaS tools used across the organization, ensuring smooth operation and user support.
7. Supervise helpdesk operations, ensuring tickets are addressed promptly and SLAs are met. Good hands-on with Atlassian Jira and Confluence tools. 
8. Take responsibility for network management tasks, including monitoring, troubleshooting, and ensuring network security.
9. Handle employee onboarding and offboarding IT processes, including provisioning/deprovisioning accounts and access.
10. Provide cross-functional support to various teams, assisting with technical requirements and implementations.
11. Demonstrate strong communication skills, both written and verbal, to interact effectively with stakeholders and team members.
12. Proactively engage in continuous learning and development to keep abreast of new technologies and industry best practices.

Minimum Work Experience:

1. 2-4 years of experience in IT support roles, preferably in a multinational organization.
2. Proficient in device management tools and hands-on experience with Windows, Linux, macOS and iOS environments.
3. Strong background in assets management, IT procurement, and SaaS tools management.
4. Familiarity with helpdesk management systems and practices.
5. Sound knowledge of network management principles and practices.
6. Ability to provide cross-functional technical support and collaborate effectively with diverse teams.
7. Excellent communication skills, with the ability to convey technical concepts clearly to non-technical stakeholders.
8. Willingness and ability to adapt to rotating shifts and travel to the Pune office as required.

Education:

College/University Degree in relevant technical discipline [e.g. Electrical Engineering, Information Systems, Computer Science, Computer Engineering etc] or equivalent experience.

Interview Process:

There will be at least two technical and two non-technical interview rounds.  The process could take up to ten working days to finish.

Have you ever wanted a glimpse into the Ridecell India office? Check out our latest video, “We Are Ridecell India”, to get a bird’s eye view into the culture, passion, and people that make it such a special place to be! And don’t forget to follow the Ridecell YouTube channel – there's a lot of really great content coming soon!