IT Support Engineer (US Shift)

Description

We are seeking a service-oriented IT Helpdesk Specialist to join Aqua’s global IT team. In this position, you will play a frontline role in supporting Aqua employees around the world. Working in shifts (morning-afternoon and afternoon-evening), you’ll respond to global support tickets, handle onboarding/offboarding, manage assets, and ensure timely resolution of endpoint and access issues. You’ll also provide physical support for our India-based teams as needed.

About the Team

Requirements

What We Need:

• 4+ years of experience in IT support, help desk, or systems support roles.
•  Strong knowledge of Windows and macOS operating systems.
•  Familiarity with Azure AD (Entra ID), Microsoft Intune, and Office 365 administration.
•  Practical experience with ticketing systems such as Jira and Monday.com.
•  Ability to troubleshoot endpoint, access, and connectivity issues confidently.

Bonus Points

• Experience in a global or fast-paced corporate environment.
• Relevant certifications (e.g., CompTIA A+, Microsoft Fundamentals, ITIL Foundations).
•  Exposure to automation tools or scripting is a plus.

Soft Skills That Matter

• Outstanding customer service and communication skills (written and spoken English).
• Highly organized with strong problem-solving abilities and attention to detail.
•  A proactive, team-first attitude with a passion for helping others.
•  Ability to work independently, prioritize tasks, and manage multiple tickets efficiently.

What You'll Do:

• Serve as the first point of contact for all IT-related issues and requests globally.
• Respond promptly to tickets, emails, and chat requests; triage and resolve or escalate as needed.
• Diagnose and resolve hardware, software, and basic network issues across Windows and macOS environments.
• Prepare, configure, and deploy laptops and peripherals for new employees.
• Support onboarding/offboarding processes, including user account provisioning and deprovisioning.
• Assist in global IT asset management, including inventory tracking and updates.
• Provide on-site support in India offices for physical IT issues when required.
• Maintain accurate documentation of incidents, solutions, and IT procedures.
• Role requires to work in US shift is a mandate

Working from Aqua Hyderabad office a minimum of 4 days per week (Mon-Thu)

Aqua Security is the pioneer in cloud native security. Founded in 2015, Aqua Security is a global late-stage scale-up and the largest pure play cloud native vendor. Aqua helps enterprises see and stop threats across every phase of the software development lifecycle, from dev to cloud and back.

If you’re ready for an exciting opportunity to dive into the hottest cybersecurity category, now is the perfect time to join Aqua! We are a global organization where every Aquarian can make a difference and make a big impact. Aqua also offers great company culture, amazing colleagues, international travel, and lots more!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.