Sr Field Services Engineer

Job: Sr Field Services Engineer
Location:Baghmane Park, Bangalore
Salary: Max 15 LPA

JD Below:

About the Role
We are seeking a Senior Systems Filed Engineer to join our Corporate IT team. You will be the primary handler of Level 2 and Level 3 escalations, working closely with technology service owners to resolve complex issues, drive root cause analysis, and improve the reliability of our endpoint and infrastructure environment. This role requires engineering-level thinking diagnosing, documenting, and systematically eliminating recurring problems while owning the employee experience across our core technology stack.

Key Responsibilities
Endpoint & Device Management

• Own macOS endpoint management — enrollment, configuration profiles, patch management, and policy enforcement via MDM (Jamf or equivalent)
• Troubleshoot and resolve advanced macOS issues; maintain endpoint compliance posture with the security team

Identity & Access Management

• Administer and troubleshoot Okta — SSO, MFA policies, application assignments, and lifecycle management
• Handle escalated access issues; support and maintain Active Directory accounts, group policies, and OUs

Network & Connectivity

• Troubleshoot VPN connectivity via GlobalProtect and Zscaler ZPA/ZIA; apply networking fundamentals (DNS, DHCP, VLANs, firewall rules) to resolve connectivity issues
• Collaborate with network and security teams on escalated cases requiring deeper infrastructure context

Collaboration & Productivity Tools

• Serve as escalation point for Microsoft 365 — Exchange Online, Teams, SharePoint, OneDrive, and licensing
• Manage and troubleshoot Zoom Rooms, Zoom Phone, and video conferencing hardware

Security & Compliance

• Apply endpoint security principles — EDR tooling, patch compliance, and security policy enforcement
• Support security-related incidents; follow and help maintain IT security standards and audit requirements

Escalation Handling & Collaboration

• Bridge Level 1 service desk and technology service owners; manage complex cross-platform tickets end-to-end
• Document solutions, create runbooks, and contribute to the knowledge base to reduce repeat escalations

Requirements
Experience

• 5+ years in IT systems engineering, endpoint management, or corporate IT infrastructure
• Proven ability to independently handle Level 2 and Level 3 support in a mid-sized or enterprise environment

Required Technical Skills

• macOS MDM (Jamf preferred) • Okta administration • Microsoft 365 • Zscaler (ZIA/ZPA)
• GlobalProtect VPN • Zoom (Rooms & Phone) • Active Directory • Networking fundamentals • Endpoint security / EDR

Core Competencies

• Systems-level thinker who seeks permanent fixes over ticket closure
• Clear communicator across technical and non-technical audiences; experienced with runbooks and documentation
• Calm and methodical under pressure; comfortable owning issues end-to-end across teams

Preferred Qualifications

• ITSM platform experience (ServiceNow, Jira Service Management, or similar)
• SIEM exposure or security incident response experience
• Scripting in Bash, Python, or PowerShell; Windows endpoint management familiarity
• Certifications: JAMF 200/300, CompTIA Network+/Security+, Microsoft 365 Certified