IT Support Engineer

About Comscore:

Qualifications

• Bachelor's Degree in Computer Science, Information Systems, or a related technical field. Fresh graduates with strong fundamentals and a visible interest in IT support operations are welcome to apply.
• Familiarity with Slack, Zoom, and Adobe Creative Cloud administration.
• Experience with Confluence page authoring and knowledge-base contribution.

Responsibilities

• Pick up tickets from the IT Service Desk queue in JIRA Service Management, resolve them end-to-end using documented runbooks, and apply the appropriateness-check discipline that governs access grants at Comscore.
• Add and remove users from Okta groups, Active Directory security groups, and Microsoft 365 security groups to grant application access across roughly 270 Okta-managed applications, including Claude Code / Apps Gateway, Microsoft Copilot, Adobe Creative Cloud, and the long tail of business tooling.
• Manage distribution lists, mail aliases, shared mailboxes, and robotic mailboxes in Microsoft 365 admin center and Active Directory.
• Process contractor account creations, 90-day extensions, and offboarding in Active Directory and Okta.
• Perform BitLocker recovery-key retrieval, Quest KACE and Automox agent re-enrollment, and CrowdStrike Falcon user-facing endpoint recovery.
• Reset MFA factors, unlock accounts, and support user password resets across Okta and Active Directory, including scripted bulk operations on Panel Activation accounts.
• Support the Pune office with hardware setup, Windows and macOS laptop imaging, dual-monitor configuration, and new-hire onboarding, shared with the existing Pune team members.
• Document the workflows you own as reusable runbooks in Confluence and keep them current as the stack evolves.
• Escalate judgment calls (tight-license applications, admin-level access requests, policy exceptions) to the Pune Team Lead or the US senior engineers.
• Participate in the follow-the-sun support model with a defined overlap window each week for US and EMEA collaboration, closing tickets before the US team's working day begins.
• Communicate incident status, change notifications, and ticket updates in clear written English to stakeholders at all levels of the organization.
• Contribute to continuous improvement of the IT service catalog and the quality of request-type templates in the JIRA Service Management portal.
• Bachelor's Degree in Computer Science, Information Systems, or a related technical field. Fresh graduates with strong fundamentals and a visible interest in IT support operations are welcome to apply.
• Zero to five years of experience in IT Service Desk, IT Support, Desktop Support, or a related operations role.
• Hands-on exposure to at least one of: Okta, Microsoft 365 admin center, Active Directory, Microsoft Entra ID. Working familiarity with JIRA Service Management is a plus.
• Comfortable with ticket-driven work, SLA discipline, and queue-based prioritization.
• Clear written and spoken English, sufficient for daily interaction with US and EMEA engineers, managers, and end users.
• Attention to detail and the ability to follow, refine, and author operational procedures.
• Analytical mindset — you treat a ticket as a problem to understand, not a form to fill.
• Ownership attitude and willingness to pick up unfamiliar workflows with a runbook and a bit of coaching.
• Based in Pune or willing to relocate. The role is hybrid, with Pune-office presence expected two to three days a week.
• Ability to work a schedule that provides at least two hours of overlap with US Eastern time each week for cross-region collaboration and handoff.
• Exposure to Jamf Pro, Quest KACE, Automox, or Microsoft Intune on the endpoint-management side.
• Working knowledge of CrowdStrike Falcon or any enterprise EDR console.
• Scripting familiarity in PowerShell, Bash, or Python for automating repetitive administrative tasks.
• Any identity or Microsoft 365 certification (Okta Certified Professional, Microsoft Identity and Access Administrator SC-300, Microsoft 365 Fundamentals MS-900).
• ITIL Foundation certification.
• Prior experience in a follow-the-sun IT support operating model with US, EMEA, and APAC handoffs.
• Familiarity with Slack, Zoom, and Adobe Creative Cloud administration.
• Experience with Confluence page authoring and knowledge-base contribution.
• Prior experience supporting ISO 27001, SOC 2, or MRC audit evidence collection cycles.
• Working Hours
• This role also supports Comscore offices in the United States and Europe during their local business hours, Monday through Friday. There is no weekend coverage; you will be assigned to one of the three fixed shift windows.