Senior IT Support Engineer

About the role

Mercari India, a technology hub driving engineering innovation for the global Mercari Group, seeks a Senior IT Support Engineer to build and lead a self-sufficient IT operations function in Bangalore. The role involves managing device lifecycles, SaaS tools like Okta and Google Workspace, and improving operational processes while transitioning from Japan-based support to an autonomous model. This is a hybrid position requiring on-site presence 4-5 days per week.

What you’ll do

• Build and lead a self-sufficient IT operations function for the Bangalore office
• Manage onboarding/offboarding processes including device kitting and account provisioning
• Oversee IT asset management including PC procurement and lifecycle management
• Operate and manage SaaS/cloud tools such as Okta and Google Workspace
• Design and improve IT service operations processes and ticket management workflows
• Troubleshoot hardware and software issues for end-users
• Maintain documentation and procedures in English
• Collaborate with the Japan IT team during the transition to autonomous operations

What you’ll bring

• At least 5 years of hands-on experience in corporate IT support or IT service management
• Practical experience in device management using MDM tools such as Jamf and Intune
• Experience operating IAM tools (e.g., Okta) and groupware (e.g., Google Workspace)
• Ability to troubleshoot hardware and software issues effectively
• Experience designing IT service operations processes and proposing improvements
• Basic knowledge of office networks (Wi-Fi, VPN, LAN) and endpoint security

Nice to have

• Management experience with teams or contract employees
• Experience with automation tools and scripting (Python, Shell, PowerShell)
• Operational experience in a macOS environment
• Business-level English communication skills

Skills

Benefits

• Hybrid work model with 4-5 days/week in office
• Opportunity to lead and evolve IT operations in a growing tech hub
• Structured knowledge transfer from the Japan IT team

Education

Educational and certification requirements will be determined in consultation with India HR