IT Support Engineer

About Simplify Group

Simplify Group (The Most Group Inc.) is a high-growth healthcare technology organisation operating three entities: Simplify Healthcare a leading healthcare payer SaaS platform serving large US health plans; SimplifyX an AI-powered clinical automation and innovation product; and Simplify Alpha a clinical intelligence and analytics platform. Major clients include UHG/Optum, Kaiser Permanente, BCBSNC, and HMSA.

The Group runs entirely on Microsoft Azure with SOC 2 Type II, HITRUST, ISO 27001, and HIPAA certifications. In 2026 the Group is building a centralised Group Platform Engineering team consolidating entity-siloed infrastructure ownership into a unified, expert cloud platform function.

Role Summary

IT Support Engineer is a individual contributor who serves as the primary owner for IT Support for Simplify Group (Simplify Healthcare, SimplifyX, or Simplify Alpha). Provides L2 end-user support, endpoint management, Microsoft 365 administration, identity management and workplace technology support.

End user support.

The role requires both deep technical execution and the ability own the task within a team following standards, team player, and acting as to development and product teams. The Lead Cloud Platform Engineer reduces delivery friction, removes back-and-forth between dev and infrastructure, and builds platforms that development teams are proud to deploy on.

Key Responsibilities

IT Support Engineer

• Excellent organizational skills and oral and written communication skills.
• Willing to work in rotational shifts.
• Ability to work with minimal supervision.
• Knowledge of various virtualization technologies. e.g .VMware, HyperV
• Knowledge of Cloud environment, e.g. Azure
• Installing software's and applications.
• Setting up user accounts, permissions and passwords. With Acitve Directory / Azure
• Attend users call to provide technical support to all employees based out IN US and Canada related to IT
• Help users in installation, configuration and maintenance of laptop/desktop, software, and hardware.
• Provide daily support to users having issue with computer hardware, software, and applications
• Provide support related to network and VPN connectivity
• Authenticate users and help them to unlock and rest their account and password
• Support users related to O365 issues like Outlook, Teams etc.
• Configure new printer and support users to fix the issue
• Configure Apple devices and help users to configure application on phone
• Create IT tickets for calls received and close it with resolution
• Update and close open tickets as per defined SLA
• Networking and Firewall knowledge ; Network troubleshooting.
• Overseeing security of all systems, especially the internet.
• Installing anti-virus protection.
• Fixing network and endpoint faults.
• Technical support for people using the network and systems.
• Day to day admin and monitoring of network use.
• Audio Video Conferencing support.
• Suggesting IT solutions to end users.
• Making sure all IT meets industry standards.

Reliability & Availability Engineering

• Ability to ensure the work and adherence to defined SLA.
• 24*7 Work availability readiness as per work need.
• Ability to handle the work pressure for IT Helpdesk.
• Proactively monitoring the helpdesk

Security, Compliance & Governance

• Maintain Records needed for compliances like assigned entity in alignment with HIPAA, SOC 2 Type II, HITRUST, and ISO 27001 control requirements.
• Ensure Private Endpoint coverage for all data-tier services; enforce network security and IT security best practices between entities and environments.

Team Contribution & Standards

• Contribute and follow Group-wide IT standards: naming conventions, tagging policies, pipeline templates, and security baselines.
• Collaborate with Lead Engineers, cross-team architecture reviews and knowledge-sharing sessions.
• Work directly with end users to end user request are addressed and completed as per process.

Education & Certification

• Bachelor’s degree in computer science, Information Technology, or Engineering.

Certification – Any Certification can add advantage but not mandatory

• Microsoft Certified: Azure Fundamentals AZ-900
• Microsoft 365 Certified: Fundamentals (Exam MS-900)
• CCNA

Experience

• 4-5 years of experience in IT Support, Service Desk, End User Computing (EUC), or Technical Support roles.
• Proven experience providing Level 1 and Level 2 technical support in a corporate environment.
• Hands-on experience supporting Windows 10/11, Microsoft Office, and Microsoft 365 applications.
• Experience managing and troubleshooting Microsoft Entra ID (Azure AD) and Active Directory user accounts.
• Experience with Microsoft Intune for endpoint deployment, device management, compliance, and policy administration.
• Experience supporting Outlook, Teams, OneDrive, SharePoint, and Exchange Online.
• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Experience using ITSM/Ticketing tools such as GLPI, ServiceNow, Jira Service Management, or similar platforms.
• Experience handling user onboarding, offboarding, asset management, and software provisioning.
• Knowledge of endpoint security, antivirus management, MFA, Conditional Access, and security best practices.
• Experience supporting remote and hybrid end user workforce environments.
• Exposure to IT asset lifecycle management, system troubleshooting, and vendor coordination.
• Experience working within SLA-driven support environments with measurable service targets.

Technical Skills

• Proven L1 and L2 technical support for end users across all Simplify Group entities.
• Troubleshoot and resolve issues related to Windows devices, Microsoft 365, hardware, software, printers, and peripherals.
• Administer and support Microsoft 365, Entra ID (Azure AD), Active Directory, and Intune.
• Manage user onboarding, offboarding, access provisioning, and asset allocation.
• Ensure compliance with IT security, endpoint management, and access control policies.
• Maintain endpoint health through patching, antivirus, device compliance, and policy management.
• Support Teams, Outlook, OneDrive, SharePoint, Exchange Online, and collaboration technologies.
• Handle incidents and service requests within agreed SLA targets using ITSM tools.
• Maintain accurate IT asset inventory, documentation, SOPs, and knowledge base articles.
• Troubleshoot basic network connectivity issues involving DNS, DHCP, VPN, Wi-Fi, and TCP/IP.
• Escalate complex infrastructure, application, or security issues while maintaining ownership of communication.